Complaints
This profile includes complaints for MSI, LLC's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 18 total complaints in the last 3 years.
- 0 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:02/21/2023
Type: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.
In Oct 2022 they suddenly stopped sending statements by mail. Because I rely on these statements to know when to pay the bill, I did not pay on time and ended up with a late fee. Upon emailing them about this issue, ******** informed us **************** did recently update its collection policy and where as they use to send a courtesy reminder if payment was missed, they no longer do so. Instead, once an account is 30 days past due, a letter with late fees and interest is sent." They did refund the late charge that time.Then, in January I called to see what balance was due for the month. I was told we had over-paid and had a credit on the account that would cover both *** and Feb fees. Now we have received an email stating both Jan and Feb are due with a late payment. From now on I am getting all accounting-related communications in writing. A refund of the late fee and interest (which resulted from the misinformation from MSI via phone call), along with better care in responding accurately to requests for balance information, is an acceptable resolution.
Business Response
Date: 02/27/2023
The elected board of directors for your community elected to forgo mailing coupon books or billing statements as a cost saving measure. However, a mailing was sent to all in the community informing owners of the upcoming proposed budget and assessment, and a note that a resident can request a coupon book at your cost. Any correspondence you receive after missing a payment is state statute driven and has to look exactly as it does when it arrives in your mail box. You can reach out to our assigned accountant via the contact information in the letter you received to request a coupon book, if you wish one. -*******************, President.Initial Complaint
Date:02/18/2023
Type: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.
MSI HOA is trying to say my account is past due and has sent my account to a lawyer when I have had a balance on my account for the past few months. From the statements I've uploaded you can see that there has been a balance on the account, therefore there should be nothing due until that balance has been used. As of February there is a balance of $192.87, which would mean in March I could pay $57.13 and with that balance there would be a total of $250- our new monthly dues. I cannot fathom why they would need to send my account to a lawyer. There is absolutely nothing professional about this company. I had issues with them last year and think this is now a campaign of harassment for falling behind previously (last year) when they eagerly sent my account to a lawyer first before ever offering to work with me. I regrettably have had financial troubles after 15+ years in my home- I could not keep up with single parenthood during the time of Covid. Being the primary parent with a young child at home for virtual school for over 1 1/2 years, I lost a lot of work and income. I have been working diligently to get all of my affairs in order and most companies have extended kindness and compassion to help me get right with them. MSI previously filed a lien against my house, and repeatedly had their lawyer intimidate me by continuously threatening further legal action if I didn't pay immediately, even after explained I was in the middle of a hardship. It's been terrifying trying to navigate any interaction with them and figure out if I have any rights or if they can legally just do whatever they like after I'd had a pretty solid track record for paying on time prior to the pandemic. I received financial assistance to pay them off last year and I think now they are looking for any reason to come after me. I would like the lawyer's fee on this statement to be removed immediately. And I would like the BBB's guidance on government entities where I can file additional complaintsBusiness Response
Date: 02/28/2023
This client is not correctly understanding both her due account balance, nor her collection status. The credit she perceives having been applied to her account was temporary pending he arrival of the legal invoice for the collection effort on her account last year. With that invoice posted this month, she is delinquent in an amount that equals her normal monthly assessment from December forward that have not been paid, and this was explained to her prior with limited success in her gaining (or choosing to gain) full understanding.
At this time the account has not be turned over to the attorney for a renewed collection effort, and a formal notice would be posted on her door and mailed out before that step is taken. However, the current collection policy for the client association she is a member of (that we are collecting assessments for per contract), calls for that step after 4 months, so if the account is not brought current that step will occur.
Note also that the elected board for this association does have to make a decision to turn an account over to legal counsel for collection, that decision does not rest with MSI. She can approach the board and ask for a variance to the policy, but they do have a fiduciary responsibility to treat all homeowners equally on collection issues regardless of personal circumstances. -*******************, President.Initial Complaint
Date:11/01/2022
Type:Status:ResolvedMore 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.
Wife and I built a deck leading up to the front door to replace an old, cracking and shifted cement block step. *** told us that we did not get permission but has worked with us in the beginning to get the process completed to be in compliance. We have had numerous e-mails go back and forth informing us to update the dock with side skirts to hide the old cement block underneath. We installed two side skirts, which was agreed upon with HOA. After completing the additions to the deck, we get a visit from the city inspector saying we got reported. Inspector says the deck looks great and that no permit should be needed but to fill one out anyways, which we did.Another email then comes stating we have until Oct 28th to add another side skirt. That was installed on Oct 21st. We then get an email with an old/outdated picture, that does not show the side skirt installed, on the 30th with a $200 fee. Spoke with ************** and he deflects any wrongdoing and feigns ignorance. This has been handled poorly from their side from the beginning.Business Response
Date: 11/02/2022
We understand your frustration, but all correspondence from our office on this issue was sent on behalf of the board of your association at their request. We communicate on behalf of the association, but all decisions and the substance of that communication derives from your board. It is my understanding that this issue may be resolved at this point, but if not we recommend a direct conversation with your board. -*******************, President.Customer Answer
Date: 11/04/2022
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Sincerely,
Jj **************Initial Complaint
Date:10/03/2022
Type: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.
MSI took over control of Canyon Creek *********************** about a year or two ago after the residents were fighting a $25 increase to our monthly fee from $75 monthly to $100 monthly. I built my home here in **** and was given 2 waste containers and I have putting out 1 or 2 waste containers for the past 22 years and all of a sudden last week I receive a $15 invoice from Waste Connection saying I was being charged for an extra waste container (Which I don't recall ever being charged for 2 waste containers. I contacted MSI and talked with a ****** and was told I should contact waste connection, when I spoke to waste connection I was told that the driver finally realized after 22 years that I was not being charged correctly that's why I was charged??Waste Connection said I need to contact MSI again and check with them so I called back ****** and she said I guess I should consider myself lucky that I have not been charged all this time but she would look into it and get back with me tomorrow that was last Tuesday and I finally emailed ****** and received an email response today stating the billing was correct and I should contact Waste Connection. My monthly fee includes the waste removal so I would think they would want to fight for me?So after 22 years of believing I was paying my bill correctly without so much as a letter first explaining what they have un covered and going forward my billing would change I get hit with an invoice due 10/5/22!I guess I am being forced to pay and MSI and Waste Connection doesn't care,Business Response
Date: 10/04/2022
*******, as stated your community contracted to have one waste container per home picked up per week, and that is what you and your association are paying for, not more and not less. If you have two containers, then there is a separate charge for the second container that should not be shared with your neighbors with a single container. If the trash hauler has been removing the second container at no fee, that is indeed sloppy operational billing on their part, and indeed also you experienced a freebie for a period of time and were lucky as stated. It is not a valid complaint that you are now being properly billed as should have been the case all along. There is nothing to fight for unless you believe you should continue to be granted this free service at the expense of **********. If that is your take, we dont agree as a matter of honesty and ethics. -*******************, President.Initial Complaint
Date:08/24/2022
Type: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.
MSI and their employee ************** are discriminating and harassing us and requiring stuff for us thatt they did not require from our neighbor for the same type of project (installing fence)Business Response
Date: 08/25/2022
The submittal requirements of your board of directors (MSI does not make the decision or set the requirements) do not vary by home or homeowner, although each submittal can be unique and require more or less information be submitted as needed to complete the process. You are not being discriminated against in any way, and a false suggestion of that being the case will not deter your board from following up with their design review obligations as needed and in as detailed a fashion as is required. -*******************, President.Customer Answer
Date: 08/25/2022
Complaint: 17763385
I am rejecting this response because:we went through the fencing procedure prior ****** and had no issues. Now she / hoa wants to require different items that are not necessary. We did submit our design request but per the 1st fence submittal the msi employee stated we do not have any major fencing requirements per the hoa. Now it seems you and ****** just want to blame the hoa but the hoa did not require in past nor when ****** wasn't being the middle man. Furthermore, we requested to speak to someone and you did not reach out. You just gave us your normal canned response. No actual resolution.
Sincerely,
*********************************Initial Complaint
Date:08/19/2022
Type: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.
In late March, our neighbors burnt down a portion of the fence facing the public space. In late June, I contacted our rep from MSI to find out the status of getting it repaired. She said she would get back to me after getting police reports, etc. I did not hear back, so calls and emails were placed after two weeks. When we finally spoke on the phone in July, she asked for the same information all over again, indicating that she did nothing with the original request. Again, she said she would get back to me. We went through three rounds of trying to get information. Each time, I had to initiate follow up. I have learned from the ***** of ********* that they have had issues of responsiveness and have had to take over projects since there was no follow through from MSI, e.g. completing playground projects, getting bids on fences, repairing fences. After contacting the fence contractor directly, it was learned that there had been information on the ability to fix the fence, but MSI had not been in touch for three weeks. After contacting the ********** ******************** asking for a specific date to complete the job, he replied: [W]e are chatting with your board as necessary in response to any issues they present to us. Sending the same email repeatedly with the same exact demands in the same few days is not at all productive. xxx(Property Manager) will provide an update to your board and back to you once she has one, but we wont otherwise be expending valuable bandwidth communicating in circles. This is a misrepresentation of the communication between the *** and my communication with MSI. We pay the highest HOA fees in ****, ** and work is simply not getting done.I just want the fence fixed and have a date when we can expect it fixed without run-around or blaming others. Again, we are paying for this service and are not getting it.Business Response
Date: 08/22/2022
The fence repair detailed in this complaint requires the use of manufacturer discontinued materials to match. In order to source these materials at a reasonable cost for this client community they have to be shipped as part of a larger order from supplier that has now had to delay that shipment on two occasions in the interim. As of this morning, the shipment is still expected to soon arrive. The alternative to being patient in this case was a significantly higher expense associated with a special order and fabrication of the matching materials. We do communicate all issues and progress with the decision making body for this client community, which is the *** board of directors. -*******************, President.Initial Complaint
Date:08/02/2022
Type: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.
The property management company is responsible for helping our HOA ensure that contracts are honored, and that our neighborhood receives the upkeep, maintenance, and care that we pay for. Recently, we went through a painting of our homes, which we were told would involve all of us receiving the same paint colors on our property. That did not happen. Instead, our previously white trim, was painted "cream" - a color that actually makes the properties look dirty, and contrasts with the white window ***** and doors. As a homeowner, I have notified the ** immediately, with the expectation that the painters would be corrected, and yet the painting continued. A property management company is not supposed to willingly bring down the value of my home. I expect my trim, and my neighbor's trim to be repainted to its original white color at the expense of the management company.Business Response
Date: 08/05/2022
The decisions regarding the frequency and tone of the paint used on your homes exterior rest with the elected board of your community. They are aware of your concern and intend to address it at the next board meeting in discussion. Id encourage attending. Reach out to your assigned community manager ***** for the date and time. -*******************, President.Customer Answer
Date: 08/06/2022
Complaint: 17659768
I am rejecting this response because:My complaint is not related to the frequency and tone of the paint used on my home, but instead the error conducted by the contractor that should have been overseen by the property management company hired to interact with contractors. I alerted the property management company the same day that my home was painted with the incorrect color, in fact, the entire neigborhood's trim was painted the wrong color, and continued to be painted the wrong color for several days. The contractors even came back to continue to paint the wrong color eight days after the property management company was notified. This is a result of the lack of accountability on the part of the property management company.
Sincerely,
*************************
BBB Business Profiles may not be reproduced for sales or promotional purposes.
BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.
When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.
BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.
As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.