MSI, LLC

Sean, although you are not a customer of MSI, we responded to your issue initially as a courtesyThe tree you refer to, which has been removed, existed on common property owned by our client, the [redacted] Master associationThe decision to remove that tree rested with the board of that community, not with MSIThe responsibility to remove the tree once authorized by the board rests with the grounds care company contracted to our clientThe delay in the removal was attributed to the board first choosing to wait on the removal until other trees also needed to be removed in bulk, and then to issues with the grounds vendor not in MSI's controlYou received significant communication from our staff on the issue throughout the process, and it is inequitable to submit a Revdex.com complaint against MSI for this issue

Revdex.com: I have reviewed the response made by the business in reference to complaint ID [redacted] , and find that this resolution is in part satisfactory to me [redacted] did not apologize for her unprofessional behavior, but given all of my issues with her, that is to be expected Also, I just want to make it clear, [redacted] said that I "understood the issue was with [redacted] and not MSI", and that is NOT TRUE My complaint was most definitely about MSI and their inability to maintain their obligations in our community, as well as refusing to take in all the information that was presented to her in order to avoid having to file a complaint with the Revdex.com However, since MSI has granted addition time to bring the lawn "up to standard", I will be satisfied with that Sincerely, [redacted]

This owner’s account is currently subject to a legal collection process and all procedures have been correctly followed despite suggestions to the contraryNo further detail or comment can/should be added to this public forum

We are sorry for any confusion you have experienced, but we do need to clear up some misconceptions you haveFirst, late notices including details on any late fees or interest are sent by first class mail per state statute every month that a balance is presentEmails are not sent nor a permitted collection or notice approach, so you may be confusing us with another vendor in that regardWe offer multiple payment methods to assure payment can be made including a check in the mail with the coupon book sent to you at the start of the year, on-line payment with a check through the website, payment through your bank’s bill pay system, ***, and every major credit cardYou did reach out to our accounting department last fall in response to a collection letter, and our staff waived the late fees and fines during that call and explained all the above over the phoneThe choice to apply late fees and interest rests with the board of your HOA, not with MSIWe are hired as the accountant to implement their policyIt appears you have chosen the [redacted] billing approach as of 2/23, which will assure timely payment as long as you don’t de-authorize that payment

While we understand [redacted] ’s frustration, his complaint isn’t accurate as statedAll of [redacted] ’s calls and emails have been promptly returned by our assigned manager who has taken the time to describe what the association’s policies are, and to remind him that those polices are set by his elected owner board, not MSIParking in the rocks next to the driveway, for instance, is currently permitted by the boardWe have strongly encouraged [redacted] to attend a board meeting to productively discuss his issues with his elected board, but to date he hasn’t chosen that option leaving MSI with little more to respond to him withFurther, while there are certainly open property violations in the community, they can only be resolved through the statutory policy resolution process which is not an instantaneousThe continued existence of violations does not mean that action isn’t being taken, it certainly is

Norma, the fine you are referring to of $was waived by the district in which you reside, and an email was sent to you informing you of that decisionWe do not control the decisions of your district board in that regard, and the fine was assessed following several mailed notices informing you of the covenant violation at issue in detailIn addition, the manager assigned to your community from MSI provided me with detail and dates regarding specific conversations both by phone and by email with you on this topicCopies of the actual email exchanges can be provided to the Revdex.com as needed as well to demonstrate that significant communication did certainly occur despite your suggestion to the contraryDetail is as follows from Sara Peck in my office: I sent a violation letter for initial landscaping on April 25, – the home closed on July 28, The front yard and the back yard landscaping was not complete At closing, [redacted] has the owner sign a form stating that initial front yard and back yard landscaping will be completed within days of closing If the days runs into the winter months, the owner has until the following “grow season” to finish the landscaping Based on this information, I sent a letter on April 25, as the landscaping was not complete and a Design Review Application had not been submitted I received a Design Review Application on 5/2/ The application was approved on 6/20/by the district I left a message for the owner on 6/22/letting her know she was able to move forward with her landscaping plan Left a another voice mail for her on 7/1/ I did not hear back from the owner until 8/21/when she left two voice mail messages for [redacted] asking that [redacted] or I give her a call [redacted] gave me an Action Sheet stating she had left a message for him and he left a voice mail with her at 8:a.mon 8/noting I would contact her I called her back and left a message to let her know (again) that her landscaping plan had been approved Received a voice mail from the owner and I sent return emails to the owner on October 2nd and 3rd asking her what time she could chat regarding any issues she may have Replied to email on October letting owner know I had removed fines for initial landscaping since she had submitted a Design Review Request and it had been approved Also requested that she let me know when she could chat regarding questions she had Owner replied within same daySecond response from another Community Manager (I don’t remember who she talked to) was sent within same day Initiated a “Not Landscaped” violation letter on October 17, because she was missing sod in the front and back yard of her lot that should have been completed per her approved landscaping plan Received an email on 11/6/asking me to call her Left voice mail for owner on 11/7/requesting a call back Received an email on 11/15/asking that I call her Sent an email back letting owner know I would call her once I returned from inspections that afternoon Called owner at 4:pm on 11/15/at [redacted] and spoke with her for minutes Owner stated when she tried to reach me in the past and I was out on inspections (she would ask for another Community Manager to discuss) and the managers she spoke with (owner could not provide names) stated she could only speak with me regarding open issues, no one else Owner stated on phone conversation on 11/with me that her DRA request was approved for finished landscaping on 10/31/ I reviewed the request in Caliber and the request stated 5/2/ After several minutes of back and forth discussion, we agreed that the sod would be installed as of 5/2/ Once the sod is installed, the owner will submit the Final Landscaping Inspection form I will then inspect the landscaping and if approved, would email the [redacted] *** to release the escrow refund (two years after closing date) I stated I could not guarantee that the owner would receive their escrow refund from [redacted] *r [redacted] Homes since the day landscaping requirement had been exhausted two years prior

A copy of both the insurance policy and deductible policy have been requested and will be forwarded to the owner. While we like to encourage homeowners to communicate directly with the association’s insurance agent to avoid any confusion, we certainly aren’t looking to complicate the process
or create frustrationAgain, both the insurance policy and deductible information will be provided directly to the owner when a copy of the policy is received, please note that this can take a few days to receive from the agent

A great deal of work has been taking place and completed due to damage and the resulting large insurance claim. Note, this work is completed by various contractors, not MSI. Advance notice is expected in certain situations depending on the work involved. We will communicate with
the contractors involved concerning notice expectations to owners when applicableAs for contractor clean up, we are aware of a few instances where the contractor apparently left a bit of debris and the contractor was contacted and no further complaints were received. If such debris still remains at your patio please let us know and we will send the contractor back outIn terms of the common areas being over watered, the association has a grounds contractor in place that oversees the maintenance and irrigation system. This contractor adjusts the irrigation running times throughout the growing seasonShould you believe an area is being over watered, please contact us and we will follow up with the contractorMSI is in constant contact with them for such grounds related mattersThe Board of Directors has been informed of the balcony and patio condition concerns MSI has receivedThe decision to address the balconies and patios further, such as replacing all wood, is a Board of Directors decisionWe encourage you to attend a Board meeting. The Board meets this evening, and every second Tuesday, at 6:30p.mat the mail building in the center of the communityPlease feel free to call our office with any additional concerns

We are not certain of why we were not made aware of this complaint sooner through the Revdex.com, but the issues brought up by this homeowner have already been resolved to include significant communication with him through the process

While we understand [redacted]’s frustration, his complaint isn’t accurate as stated. All of [redacted]’s calls and emails have been promptly returned by our assigned manager who has taken the time to describe what the association’s policies are, and to remind him that those polices are set by his...

elected owner board, not MSI. Parking in the rocks next to the driveway, for instance, is currently permitted by the board. We have strongly encouraged [redacted] to attend a board meeting to productively discuss his issues with his elected board, but to date he hasn’t chosen that option leaving MSI with little more to respond to him with. Further, while there are certainly open property violations in the community, they can only be resolved through the statutory policy resolution process which is not an instantaneous. The continued existence of violations does not mean that action isn’t being taken, it certainly is.

Complaint: [redacted]
I am rejecting this response because: I feel it should be the HOA's responsblity to inform the owners when work is being done on ther units, and that is all i'm asking is to be informed when work is being done.  The HOA and the board hire the contractors to do the work so someomne must know when the contractors are going to start work.  Or do you hire the contractors and let them start when ever they want?  Please have a little respect for the home owers that live here, and let us know when work will begain, you can have either the contractors post when and what they are going to do at the mail boxes, or the people who are hirinhg the contractors acan do this.incerely,
[redacted]

[redacted], tenant at [redacted] infers she problems with the property management company who handles the home for the owner of the house.  From what she says,  there has been a failure to provide the tenant the information they need in order for them to be able to comply...

with the Association standards. Note, whether or not the landscape is to be maintained by the owner, the owner’s management company, or the tenant, based on their arrangement, does not change the Association’s obligation to enforce its rules which require the lawn be maintained.       The conversation referred to in the complaint occurred on Monday, June 21, 2016.  At that time, MSI,LLC did not have the name or contact information for the property management company, [redacted].  The owner has since provided MSI with the property management company’s contact info and sent in writing approval to send communications to [redacted].   [redacted]’s husband, [redacted]  called and left a voice mail.  Due to the nature of the call, the Director returned the call.   [redacted] understood their issue was with the property management company for the home, not with MSI,LLC serving as the Association’s Management Company.    There was an explanation of the role of MSI and what is expected of all owners and residents in regards to compliance.  [redacted] asked for an extension so to have time to bring the lawn back into compliance and it was granted.       The matter has been resolved. Later inspections have shown the lawn is in better shape.

Initial Business Response /* (1000, 10, 2015/07/13) */
[redacted] apparently is not aware of how a Community Association is run. A Board of Directors makes the decisions, the Management company only facilitates the Board's decisions.
All the Board has asked of [redacted] is that she provide...

either the signed approval or complete a new form and submit it for documentation.
The Board did meet with [redacted] on Thursday, July 9, 2015 wherein she and the Board did discuss the fines that will be waived once she complies with submitting the form. The tree installation will be approved. The Association is only asking she submit the form so that the improvement on her property is documented.
Again, MSI,LLC is the Management Company and does not make the decisions. Filing with the Revdex.com against the Management Company is the wrong process to get the issue resolved.
The Manager, [redacted] has submitted the following sequence of steps taken by the Association to resolve the issue:
1. The Association's documents provide that any changes to the exterior if no response, they are automatically denied.
2. August 2014 letter did state "There are changes that have been made to your yard without approval of the [redacted] and the Board of Directors. Please submit a request for the changes that you made." In bold in the letter. She does have a copy of this letter and it is clearly in there. What she is referring to is the June 25, 2014 letter that was sent in regard to her tree that did not have the notes in it.
3. The letter was sent August 7, 2014 after clarification from the Board indicating the changes were not previously approved as the homeowner had informed me they had been.
4. Closing and refunding fines - The Board had a hearing on Thursday July 9, 2015 and addressed the failure to provide proper documentation. The Board will waive the fines once the proper forms are submitted. They have already verbally approved the changes.
Initial Consumer Rebuttal /* (3000, 12, 2015/07/23) */
(The consumer indicated he/she DID NOT accept the response from the business.)
While the management company did resolve most of the questions, the board agreed on the 9th of July to record a lien release on the property. As of this date that has not been done by the management company. Until that is completed and I receive a copy of the release of lien things have not been completely resolved.
Final Business Response /* (4000, 14, 2015/08/05) */
[redacted] sent her check as per request. It was received on July 22, 2015. The accounting tech waited the required 10 days to verify the check cleared the bank. The lien was released on this date, August 5, 2015. [redacted] was notified of the release.

This owner’s account is currently subject to a legal collection process and all procedures have been correctly followed despite suggestions to the contrary. No further detail or comment can/should be added to this public forum.

Sean, although you are not a customer of MSI, we responded to your issue initially as a courtesy. The tree you refer to, which has been removed, existed on common property owned by our client, the [redacted] Master association. The decision to remove that tree rested with the board of...

that community, not with MSI. The responsibility to remove the tree once authorized by the board rests with the grounds care company contracted to our client. The delay in the removal was attributed to the board first choosing to wait on the removal until other trees also needed to be removed in bulk, and then to issues with the grounds vendor not in MSI's control. You received significant communication from our staff on the issue throughout the process, and it is inequitable to submit a Revdex.com complaint against MSI for this issue.

Complaint: [redacted]
I am rejecting this response because:It took 21 days to get something simple resolved. I had to request several times for action to be taken.What is your plan to resolve future requests sooner?
Sincerely,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is in part satisfactory to me.  [redacted] did not apologize for her unprofessional behavior, but given all of my issues with her, that is to be expected.  Also, I just want to make it clear, [redacted] said that I "understood the issue was with [redacted] and not MSI", and that is NOT TRUE.  My complaint was most definitely about MSI and their inability to maintain their obligations in our community, as well as refusing to take in all the information that was presented to her in order to avoid having to file a complaint with the Revdex.com.  However, since MSI has granted addition time to bring the lawn "up to standard", I will be satisfied with that.
Sincerely,
[redacted]

We are sorry for any confusion you have experienced, but we do need to clear up some misconceptions you have. First, late notices including details on any late fees or interest are sent by first class mail per state statute every month that a balance is present. Emails are not sent nor a permitted...

collection or notice approach, so you may be confusing us with another vendor in that regard. We offer multiple payment methods to assure payment can be made including a check in the mail with the coupon book sent to you at the start of the year, on-line payment with a check through the website, payment through your bank’s bill pay system, [redacted], and every major credit card. You did reach out to our accounting department last fall in response to a collection letter, and our staff waived the late fees and fines during that call and explained all the above over the phone. The choice to apply late fees and interest rests with the board of your HOA, not with MSI. We are hired as the accountant to implement their policy. It appears you have chosen the [redacted] billing approach as of 2/23, which will assure timely payment as long as you don’t de-authorize that payment.

Norma, the fine you are referring to of $200 was waived by the district in which you reside, and an email was sent to you informing you of that decision. We do not control the decisions of your district board in that regard, and the fine was assessed following several mailed notices informing...

you of the covenant violation at issue in detail. In addition, the manager assigned to your community from MSI provided me with detail and dates regarding specific conversations both by phone and by email with you on this topic. Copies of the actual email exchanges can be provided to the Revdex.com as needed as well to demonstrate that significant communication did certainly occur despite your suggestion to the contrary. Detail is as follows from Sara Peck in my office: I sent a violation letter for initial landscaping on April 25, 2017 – the home closed on July 28, 2016.  The front yard and the back yard landscaping was not complete.  At closing, [redacted] has the owner sign a form stating that initial front yard and back yard landscaping will be completed within 90 days of closing.  If the 90 days runs into the winter months, the owner has until the following “grow season” to finish the landscaping.  Based on this information, I sent a letter on April 25, 2017 as the landscaping was not complete and a Design Review Application had not been submitted.    I received a Design Review Application on 5/2/2017.     The application was approved on 6/20/2017 by the district.   I left a message for the owner on 6/22/2017 letting her know she was able to move forward with her landscaping plan.   Left a another voice mail for her on 7/1/2017.   I did not hear back from the owner until 8/21/2017 when she left two voice mail messages for [redacted] asking that [redacted] or I give her a call.  [redacted] gave me an Action Sheet stating she had left a message for him and he left a voice mail with her at 8:12 a.m. on 8/21 noting I would contact her.  I called her back and left a message to let her know (again) that her landscaping plan had been approved.    Received a voice mail from the owner and I sent return emails to the owner on October 2nd and 3rd asking her what time she could chat regarding any issues she may have.   Replied to email on October 3 letting owner know I had removed fines for initial landscaping since she had submitted a Design Review Request and it had been approved.  Also requested that she let me know when she could chat regarding questions she had.  Owner replied within same day. Second response from another Community Manager (I don’t remember who she talked to) was sent within same day.   Initiated a “Not Landscaped” violation letter on October 17, 2017 because she was missing sod in the front and back yard of her lot that should have been completed per her approved landscaping plan.   Received an email on 11/6/2017 asking me to call her.    Left voice mail for owner on 11/7/2017 requesting a call back.   Received an email on 11/15/2017 asking that I call her.  Sent an email back letting owner know I would call her once I returned from inspections that afternoon.  Called owner at 4:03 pm on 11/15/2017 at [redacted] and spoke  with her for 27 minutes.  Owner stated when she tried to reach me in the past and I was out on inspections (she would ask for another Community Manager to discuss) and the managers she spoke with (owner could not provide names) stated she could only speak with me regarding open issues, no one else.    Owner stated on phone conversation on 11/15 with me that her DRA request was approved for finished landscaping on 10/31/18.  I reviewed the request in Caliber and the request stated 5/2/2018.  After several minutes of back and forth discussion, we agreed that the sod would be installed as of 5/2/2018.  Once the sod is installed, the owner will  submit the Final Landscaping Inspection form.  I will then inspect the landscaping and if approved, would email the [redacted] to release the escrow refund (two years after closing date).  I stated I could not guarantee that the owner would receive their escrow refund from [redacted] Homes since the 90 day landscaping requirement had been exhausted two years prior.

Initial Business Response /* (1000, 5, 2015/07/30) */
The contract/proposal between [redacted] and [redacted] was presented to the Board of Directors, approved and signed by the Association. Since the fence is indeed constructed in a manner that reduces the owner's yard and the...

style built was not what the Association asked for. The Board Members and the Management Company have met with the contractor who has agreed to terminate the contract in order to allow the Association to go about with the project with a vendor more capable of providing the services the Association and Management would require of any contractor. The complainant's yard will be made whole when a new contractor is approved.
Initial Consumer Rebuttal /* (2000, 7, 2015/08/04) */
(The consumer indicated he/she ACCEPTED the response from the business.)