Complaints

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:09/01/2022

  Type:Product 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.

  Exactly 7 days ago I received an email from my property manager stating that I have an overdue bill from Menas- Auroa *** Company for the amount of $8,183.87, to make matters worse there was a Lien on my property that I have owned for the last 10 years. This came as a shock to me because I've had bill pay set up for the past 10 years with my bank NFCU for all of my properties including Menas, and I NEVER have a problem with payments/charges. I reached out to menas, and spoke to accountant ****** (ext. 342) on 8/25/2022, he stated he needed to pull the vms statements as I was possibly double charged because he wasnt clear where the +7K was coming yet. He jotted my email and stated he will contact me before the end of the day that day 8/25/2022, I also left a voicemail to ****** on 8/26/2022, stating if I didnt receive an update I will have to contact an attorney as I am 100% certain, that Menas has done an error on their part, I also stated I will be filing a formal complaint on BBB. We are on day 7 a full week later I still have NOT received any correspondence. This issue may not mean anything to Menas, messing with an owner property however it means everything to me as the owner. When I 1st purchased the condo in 2012 the *** payments were via Paylease however Menas stopped using PayLease in 2019. On 8/25/2022 I called *************** were only able to tell me that all there was a $0 balance on my account (because I have every single transaction number) however Menas put a block on all the accounts (the customer service rep said mostly likely for privacy reason), so they cannot access any more information on my account unless the block is lift which only Menas can request. Attached is proof of checks cashed by Menas for the past 36 months of payments as of now. I spoke to NFCU bill pay ***** they confirm that they send ALL check payments 7 days prior to the due date (the due date assigned to all my ***s including this one is the 1st of every month).

  

  Business Response

  Date: 09/08/2022

  Thank you for sharing your experience. This will be forwarded to our accounting department so that it can be resolved

  Customer Answer

  Date: 09/08/2022

  Hello, 
  The accounting & billing department already has this information as well as account manager ****************************  I have requested 10 years of statements on my account over 7 days ago and still haven't received any information.  *************************** sent me and my property mgr an email stating I was fined for my tenants having a tire in front of the house for $50 daily that was the reason I had a bill of over 8K (not due past due balance or double charges), Menas sent this notice to a home that I sold over 12 months prior to the occurrence of this situation. 

  This is outrageous, my husband is an active-duty Naval Officer and we move around due to his job however I always have updated address on the check that this company cashes monthly. How is it that a company who has been receiving checks for over 10 years with my active and correct address sends a complaint/fine to a home I no longer reside in and bill me $50 daily (which I still haven't received the statements to prove this), wheres the due diligence in that? Menas put a Lien on my property without looking at the account,a brief glance at any of the checks they could have noticed- Wow this homeowner has ALWAYS paid her *************** on time and has an address that we failed to send a notice to.  Not to mention I have several email correspondences with 2 of the Account Managers throughout the years, my email address has NEVER changed, literally all they needed to do is send me an email with the notice and I would have had my property mgr get on this ASAP as he always does with my other properties.

  

  Business Response

  Date: 09/19/2022

  Thank you for submitting this post.  We looked into this and ****** noted that all fines ( approximately $6,800 ) we waived within a few days of following up with the ***** of **************** It turns out that your property management company was not keeping you informed and this was the root cause of your complaint.  You had just become aware of this situation when you received the latest collection letter.   You have since been made as the Primary Contact in the Homeowner Portal so this should not be an issue again.