ComplaintsforKelley & Ryan Associates, Inc.

• Initial Complaint

  05/09/2024

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I paid tickets in ******* ma in February and March. When I went to renew my registration the tickets were still showing up at the registry. So I called Kelley and Ryan Associates. The woman stated there was one more ticket, which was not showing up as non renew as of 5/8. That ticket was not under the non renew status, so it should not have affected the tickets I paid 3 months ago. She then states well they just issued the warrant today, learn the Mass law. And proceeds to hang up. If the tickets were paid 3 months ago and the newest ticket was not affecting the registry it should have been cleared. After being hung up on I called back and asked for a manager, I then got hung up on again. The level of unprofessionalism should be addressed. I have receipts and the newest ticket ending in 5771 should never have affected the status at the registry.

  Business response

  05/20/2024

  We are the Deputy Collector for the City of *******. We are required to collect all outstanding Parking Tickets before we are able to release any marks at the **** We do see that  payments were made in February and March with a E-Check. The Parking Ticket in question was issued on 2/20/2024 which was during this time period. Since there was an outstanding ticket before the March Payment cleared the bank,  we were unable to clear the registration due to this outstanding ticket. We have now cleared this individual and she is free to renew at the **** We will address the complaint about the rudeness of our employee internally.

  Customer response

  05/21/2024

   
  Complaint:********
  
  I am rejecting this response because I am well aware that my tickets have been cleared. The issues was the response I received, and the way I got hung up on after reaching out. 
  It was unnecessary and unprofessional. The response should be that we will work with our current employees and possibly retrain if need be. But to tell a customer learn the Mass law and hung up? There should be accountability for the behavior.
  

  Sincerely,
  
  *******************************

• Initial Complaint

  11/20/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My car was registered in October 2022 and I provided the mailing address of my former institution in *********** **  where I was working. I left that institution in the same month and I moved to a different town -***********. I have not been getting any mails associated to the mailing address until on NOVEMBER 13, 2023 that I should be paying a penalty of $413.22 excise tax for my car registration. I don't know how to go about this and the next step to take since I didn't get any information prior to this. I have been trying to call Kelly and Ryan and they are not picking calls. Is there a way in which I can request for Abatement or waiver.*********************. **********************

  Business response

  11/20/2023

  Kelley & Ryan is the Deputy Tax Collector for the town of Rutland. We do not process requests for abatements, the Taxpayer will need to contact the Assessor in ******* to file the abatements. Also, the Taxpayer will need to contact the *** to change your place of garaging so that your excise tax comes from the correct town.  

• Initial Complaint

  09/20/2023

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Paid an Excise Tax on a Vehicle that has a non-renew associated with the registration. Not the owners license. This was verified at the ***.... ************ is refusing to clear the non-renew for this vehicle until taxes are paid on another vehicle.According to Mass.gov ***************************************************************************** "The tax collector is responsible to clear a **** ******** all monies due with respect to that **** have been paid. A *************** by cleared either through an (a) On-Line or (b)Batch Clear Transaction, made by an authorized person. ...If a collector clears a **** through a Batch Clear Transaction, the ****, of course, will not be actually removed until after the batch has been transmitted to the Registry. In such a case, the collector may issue a Certified Receipt, attesting that full payment due with respect to that **** has been made. The issuance of such a document will enable the person to renew a license or registration immediately. A collector who issues a Certified Receipt must, also, ensure that the subject **** is electronically cleared. Mark ******* to a Persons License Where the non-renewal **** has been placed on a person's license, the **** should not be removed until all motor vehicle excises owed by that person on all vehicles have been paid. **** relates to the Registration of a Single Vehicle Where the non-renewal **** has been placed on the registration of a single vehicle, the **** should be removed upon payment of the total amount due on that vehicle. The collector should not refuse to remove the **** because excises are due on other vehicles"Again..this **** is on the registration of this vehicle only per the ***. Not a license. I didn't get a chance to explain this, before being hung up on.. the person I spoke to was possibly rudest person I've ever dealt with. Told me I was "yapping, while yelling over me."

  Business response

  09/22/2023

  This *** **** is not only on the Registration, but also marked under the Customers Drivers License. When a balance is owed under a customers account, payments made on individual plates will not be cleared out of the RMV system until all taxes owed under that account are paid in full.  Since this vehicle is registered to a customer with multiple non-renew liens under their license, all bills must be paid in full to be granted an *** release,regardless of who is driving the vehicles. There is a disclaimer on our site that the customer must acknowledge before proceeding to the payment page stating this.
  
  The photo that was provided of the *** printout showing 2 excise non-renew holds was done using only a singular plate search, which does not provide a full scope of that customers account. When a search is done through the *** system using the Customers Drivers License, you will then see the entire scope of said customers non-renew liens. The search will find the customers Non-Renew inquiry under their Drivers License, showing 4 Non-Renew violations.

• Initial Complaint

  03/08/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  On 2/27/23 I made an excise tax payment of $295.39 (+ a $0.50 convenience fee) via e-check to the City of Somervilleon after being directed there from . The transaction appeared to go through, with no indication of invalid information, nor any disclosure of fees other than the $0.50 convenience fee. On 3/7/23 I received a cryptic "notice of outstanding invoices" in the mail from "deputy tax collector" with a PO box address, stating I now owed $307.89 in vehicle excise tax due to "invalid account information" and the "amount stated must be PAID IN FULL IMMEDIATELY" with payment directed to . No further explanation was given, nor was a new tax bill included. My original excise tax bill was not due until 3/24/23. It appears a fee of $12.50 was added to my excise tax bill for unspecified invalid account information, with no disclosure, very limited explanation, and insistence on immediate (early) payment. Mass General Law 60A, Section 2 does specify any fees for "invalid account information" or for anything other than failure to pay on time. The notice made me feel I had no choice but to pay the full amount immediately, which I did via mailed check on 3/7/23. However, the process was misleading, punitive, confusing, and easily remediable by simple measures such as disclosures and email confirmations. A full refund of the fee is therefor warranted.

  Business response

  03/09/2023

  We are the Deputy Collector for the City of Somerville. The payment that was made online  on 2/27/23 needed to go through the process of going to the bank where it was directed to get the funds. At this stage, it was discovered by the system that there was an error with either the routing number or account number submitted. This error would not be discovered when it is initially inputted, it would be discovered when the system looks to access the funds. We automatically get notified by the bank that the payment failed and this generates an bill letting the payer know of the failure. We are also charged the $12.50 fee which is added to the bill which is passed on to the payer. 

• Initial Complaint

  11/14/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I tried several times to pay my ** motor vehicle excise tax, and this company was not only unprofessional and frankly rude but extremely unhelpful. I submitted a check to pay my full balance ahead of the due date, and the amount was never debited from my account. Months later, I received a bill for a much higher amount indicating fees - which are unwarranted as I submitted payment and followed with email and calls and received no response.

  Business response

  11/14/2022

  We are the Deputy Collector for the **************. We collect over due Excise Taxes for the City. In reviewing our records concerning the complaint, we found that the original payment was returned due to the payment being past due on 10/5/22. Fees and Interest are charged in according the ************ Law 60A, Section 2. The original bill was mailed out in April 2022 and due 30 days later in May 2022. A check was forwarded to us by the City to be returned and a new bill with the correct amount due was mailed back with the check, this was on October 5, 2022. We did not receive any correspondence until the City turned the bill over to us for collections in September. 

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