ComplaintsforMelrose Management Group

• Initial Complaint

  03/21/2024

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  The management company has issued a collection letter for $42, but has failed to provide me with coupon books for 2024. I started requesting help from business provided email address on 2/8/24. I finally got a response last week and was given a number to call. The response included an explanation that they do not answer their business email because it is inundated by spam (weakest excuse ever). Called and left a VM on the receptionist's guidance for "******". No last name provided even when asked. No coupon books....no budget received showing what the additional dollars are for. This is a 20% increase year over year. I will NOT pay this amount without proper documentation and coupon books.

  Business response

  03/22/2024

  The Trinity **** HOA 2024 Budget, like all other budgets for the 100+ HOAs Melrose Management currently manages, are mailed to all homeowners in compliance of ** statute 720, once the ***** of ********* has approved them.   Attached you will find a copy of a hard bound records we keep, showing the cover letter, the 2024 Budget, and mailing labels that print out of the Association's software.  It clearly denotes 1354 noticing way in that list of mailing labels.  As you can see, the budget notice and copy of the 2024 budget was mailed to all 221 homeowners of Trintiy **** HOA,  We keep that record for a minimum of 7yrs, as we do all Association records, in accordance with F.S.720.303.

  Coupons for Trinity **** were subsequently ordered and mailed that same month, to all 221 owners.  If 221 owners had not received the budget and/or coupons, with the increase from 2023 to 2024 of $42.00 in the quarterly assessment, the delinquency rate in Trintiy **** would be massive (first quarter alone would be over $9200 in delinquency).  As it currently stands, as of 3/22/24, there are a handful of owners (less than 10%) that owe amounts over the collection threshold of $20.00, ranging from $35 to $1,046, those accounts being varying stages of collection in accordance with FL statute. 

  Your account is slated for "Intent to Lien" status, at which time (if left unpaid), you will incur an additional $100.00 Intent to lien fees on your ledger, if that letter goes out (and it is slated to go to this status April 1st 2024).  If an additional 45 days passes in accordance with statute, an additional $200 fee will be added once ********** to the attorney for collection, as well as any attorneys fees, for the home having a lien placed on it.  All owners have access to the portal system, at which any time a homeowner may see their current ledger balance and make ACH payments at no cost. (or credit card payments with a fee).  That link is below.  We recommend paying what is owed the Association as quickly as possible, before more fees are incurred.  I can promise you the noticing and collection efforts by Melrose Management are driven both by the Trinty **** HOA Declaration, and FL statutes for collection of HOA assessments.   FYI, the Trinity master budget was also mailed with coupons to your address, and you have a delinquency on that account as well that can be caught up thru the same portal. You would not receive a collection notice only because it is less than $20.00 threshold balance for such notices. Thank you.

  Here is the link for payment once you register: ***********************************************************

   

  Customer response

  03/25/2024

   
  Complaint: 21461532
  
  I am rejecting this response because:  Although I appreciate the budget showing the costs and your response albeit 45 days later, providing me a roster of shipping labels doesn't give me a coupon book with all of the necessary electronic payment information.  What you sent are threats that didn't resolve the problem only exacerbated the issue at hand.  Resolving the issue is easy, but Melrose uses these silly tactics....no wonder there are so many complaints against your company.  
  
  Sincerely,
  
  ***************************

  Business response

  03/26/2024

  What the owner is failing to understand with the evidence I provided is that both the 2024 budget and the coupon booklet were in fact mailed to her.......as well as the other 220 homeowners in the Association who seemed to receive both with no problem.  Melrose has not received a similar complaint from even one other owner in ******* ***** so logically it stands to reason that if 220 were mailed, it is highly unlikely we missed one....thus the reason I supplied the backup mailing labels as proof this address was mailed these items.  This complaint is the very reason we keep such items for seven years.  The BBB should further note that coupons for HOA members in the state of FL are NOT A REQUIREMENT, they are a courtesy.  As such, all owners in HOAs in ** are required under the Declaration and F.S. 720 to know and understand when their assessments are due, and the amount owed.....all of which accessible on the free homeowner portal provided by Melrose since July of 2023.  A coupon booklet was ALSO sent for the ******* ****************************** (and budget) to which this owner is also a member.  They are ALSO delinquent on that assessment as well by the amount that changed in that quarterly assessment.    The homeowner has the budget, as part of standard procedure, Melrose will order a new coupon booklet that will be sent, once again, to the owner.  Thank you. 

  Customer response

  03/27/2024

   
  Complaint: 21461532
  
  I am rejecting this response because: this appears to be the exact same response, and still does not address the issue.  In talking with my neighbor, ************************* at ***************, he indicated that he also did not receive coupon books.  Feel free to refer to a higher level of management, or I'll just call the home office in ******* until I get someone to solve this issue.  
  
  Sincerely,
  
  ***************************

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