投诉万科金色名郡物业：擅自向快递公司收取费用损害业主权益

投诉信

        我是合肥万科金色名郡15栋3003业主。我于2013年5月份入住该小区。在2014年1月之前，该小区万科物业（幸福驿站、物业中心）对业主不在家时的快递都采取免费代收服务（入住时已签订代收协议），和幸福驿站有合作关系的，由幸福驿站直接代收，没有合作关系的，由业主致电物业中心授权代收。我们一直觉得这样的管理模式很好，杜绝了小区内的闲杂人等，也给业主生活带来了很大的方便。在和亲朋好友的交谈中，我们也一直对万科的服务赞不绝口，认为这样的楼盘虽然高价但物有所值。但近期开始，本小区物业在未经小区业主同意的情况下，开始对快递公司收取0.5元/件的“管理费”。目前情况是除淘宝天猫合作点和极少数快递公司（圆通、EMS等四家）外，大多数主流电商（京东、亚马逊、1号店等）和快递公司（顺丰、申通、中通、宅急送等）都拒绝交纳该费用。对于未交纳该费用的快递公司，幸福驿站一概不代收，即便业主授权，物业中心也拒绝代收。其结果造成，业主白天上班不在家无法接收，但晚上回到家时大多数快递公司都已下班，因此无法正常接收快递，生活受到了极大的影响。

    本人在2014年2月下旬就该问题在新浪微博以及电话工作人员（余兆生18655170500）的方式和金色名郡小区万科物业进行了沟通。该名工作人员表示，代收包裹本不在物业服务范围之内，业主所支付的物业管理费未包含该项服务。对此我表示强烈的怀疑，物业费本就是业主支付给物业公司用来换取各项服务的，在交纳物业费时并未注明代收快递不在服务范围之内。难道代收快递这种大多数物业公司都会提供的服务项目，在以金牌服务为标榜的万科物业却不是一项基本服务内容？此外，该工作人员认为是否能将快递有效寄送到业主是快递公司的责任，业主应当投诉快递公司，而与物业毫无关系。我对金色名郡小区万科物业的这种不负责任的态度表示强烈的不满。

    金色名郡小区万科物业此举，其本质是拿广大业主的利益作要挟，向快递公司收取费用。我认为，在未和业主商榷以及未经业主授权的情况下，擅自规定强行收取费用，其本身的合法性就应当质疑。该项收费没有任何依据，也未经过相关部门核定或许可。此外，物业公司在采取任何措施之前应尽可能考虑业主的便利和感受，而不仅仅是从自身管理怎么方便的角度。虽然物业公司并未直接向业主索取费用，但其结果却造成业主的极大不便。这与万科集团一直标榜的金牌优质服务是不相符合的。

    特就此事向万科相关管理部门作出投诉，希望能在该事件的影响进一步扩大化之前妥善解决，尽快还业主本应获得的基本权益。

    本人保证所投诉内容属实，并愿意配合相关的调查工作。

注：该投诉已以传真和电邮方式递送万科集团总部。

回复 1楼rwang1025的帖子

尊敬的“rwang1025”：

    您好，
在代收快递问题上快递公司、收件人与物业并未进行权责界定，部分快递公司借机推卸责任、拒不履约，以各种借口逃避派件上门法定义务等问题，已属普遍现象，从而导致业主利益受损。为公平合理、优化服务，我们与韵达、百世汇通、圆通、EMS具有服务意识的大多数合作方进行了合作签约。合作快递方会将您不方便收取的邮包转交我们系统管理，另外，您还可以在合作电商公司（如淘宝/天猫等）网站购物时选择幸福驿站作为自提点，我们将为您代收并妥善保管。如您有任何疑问可随时致电金色名郡客服负责人周女士电话：15655119090，祝您生活愉快！

金色名郡物业服务中心

2014-2-26

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支持楼主！现在这个问题也没解决。万科物业很让人失望