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Vertaccount Hawaii, Inc.

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Vertaccount Hawaii, Inc. Reviews (2)

Here is our official response to the complaint from [redacted]. Please call me on my cell (or through this email) if you have any questions : [redacted].This matter is well in the process of being resolved and nearly concluded. Vertaccount’s staff has never ceased communications with this...

client at any time and has been actively working with this client prior to and since lodging this complaint. Client has already received the 2015 year end financials on the date mutually agreed upon. A few minor items remain but client is aware of this and their pending status. With all due to respect to this client, there are several inaccuracies in the customer’s statement that are addressed below. Vertaccount Inc.’s operations are global, with offices in Honolulu, Manila and Sydney. There are client service personnel /coordinators located in our Honolulu and Sydney offices, while the bookkeeping support operations are located in Manila. The client has always been aware of this structure and there have always been direct communications between the client and the back office staff in Manila (well documented). The Honolulu-based service manager was available to receive and scan her documents and occasionally relay her instructions when she felt communications were a challenge. The primary exchange between the client concerning her bookkeeping was with the back office staff in Manila. Therefore, there was no “re-routing” or “no longer maintaining” of Honolulu staff - the service model has remained constant since the engagement began and furthermore the headcount of the Honolulu office has remained the same since 2010 until current. Next, to the client’s point that she has been unable to obtain 2015 financials – this is an oversimplification. Financial reports require the participation of the business owner as well as complete documentation in order to reconcile the accounts. Vertaccount’s staff made multiple follows up with the client to submit and complete the necessary documentation (bank statements, credit card statement) in order to perform the reconciliation and submit the financials in a timely manner. The complete 2015 records were not provided until January 22, 2016. In 5 business days, Vertaccount’s staff had then provided the processed worksheets for the client to review, comment on or provide missing information. Upon client’s completion and sign off on these four (4) worksheets, the financials could then begin to be finalized. However, no response was provided by the client on this topic in spite of several documented follow ups. Finally on March 4th she inquired about the status of her 2015 financials to which Vertaccount’s staff requested that she complete her review and comments on the worksheets sent on January 28th.  Client returned one of four worksheets back (still incomplete) on March 6th and finally on March 8th did not return the remaining 3 worksheets but simply replied “good to go” (in spite of the worksheets requiring more information). Client then expected that her 2015 financials should be ready in less than three (3) business days, by March 11th.  We felt this was not a reasonable demand under any circumstance but especially in light of the following context: -       Client provides [redacted] to the federal government as a contractor and therefore all transactions must be well supported and documented -       Client was in the process of answering financial inquiries from a regulatory body Vertaccount, as would any professional firm, would need a reasonable amount of time to properly prepare and review any financial report, even if our scope is limited to internal reporting only. We make every effort to put the care into our client records and put controls in place like preparing full supporting worksheets for the client’s review and sign off in order to ensure that the records are as accurate as possible. It is also to observe bookkeeping best practices and for the client’s ultimate benefit that financial matters are documented and not simply answered verbally and later subject to interpretation. As a service firm, we are not always perfect in spite of our best efforts. I believe the client became irate and in her words “took action” to lodge this complaint as well as a negative review [redacted] when she learned that we need more time to complete her financials and I was not able to respond to her in a timely manner. She had raised this concern on March 10th and I was personally not able to respond to her until after two (2) business days, on March 14th. I had apologized to her for this explaining the personal and family matters I was occupied with at the time. While I personally feel her actions to publicly complain were rather extreme under the circumstances, I understand that she was in a panic and felt she was being ignored. We have made every effort to make amends with this client for her misunderstanding of the situation. As mentioned, we have been in contact with this client and have complied with all her subsequent requests. We both fully expect that the matter should be closed out and resolved by no later than April 18th.Thanks,[redacted]-- [redacted]Vertaccount Hawaii Inc.

Here is our official response to the complaint from [redacted]. Please call me on my cell (or through this email) if you have any questions : [redacted].This matter is well in the process of being resolved and nearly concluded. Vertaccount’s staff has never ceased communications with this client at any...

time and has been actively working with this client prior to and since lodging this complaint. Client has already received the 2015 year end financials on the date mutually agreed upon. A few minor items remain but client is aware of this and their pending status. With all due to respect to this client, there are several inaccuracies in the customer’s statement that are addressed below. Vertaccount Inc.’s operations are global, with offices in Honolulu, Manila and Sydney. There are client service personnel /coordinators located in our Honolulu and Sydney offices, while the bookkeeping support operations are located in Manila. The client has always been aware of this structure and there have always been direct communications between the client and the back office staff in Manila (well documented). The Honolulu-based service manager was available to receive and scan her documents and occasionally relay her instructions when she felt communications were a challenge. The primary exchange between the client concerning her bookkeeping was with the back office staff in Manila. Therefore, there was no “re-routing” or “no longer maintaining” of Honolulu staff - the service model has remained constant since the engagement began and furthermore the headcount of the Honolulu office has remained the same since 2010 until current. Next, to the client’s point that she has been unable to obtain 2015 financials – this is an oversimplification. Financial reports require the participation of the business owner as well as complete documentation in order to reconcile the accounts. Vertaccount’s staff made multiple follows up with the client to submit and complete the necessary documentation (bank statements, credit card statement) in order to perform the reconciliation and submit the financials in a timely manner. The complete 2015 records were not provided until January 22, 2016. In 5 business days, Vertaccount’s staff had then provided the processed worksheets for the client to review, comment on or provide missing information. Upon client’s completion and sign off on these four (4) worksheets, the financials could then begin to be finalized. However, no response was provided by the client on this topic in spite of several documented follow ups. Finally on March 4th she inquired about the status of her 2015 financials to which Vertaccount’s staff requested that she complete her review and comments on the worksheets sent on January 28th.  Client returned one of four worksheets back (still incomplete) on March 6th and finally on March 8th did not return the remaining 3 worksheets but simply replied “good to go” (in spite of the worksheets requiring more information). Client then expected that her 2015 financials should be ready in less than three (3) business days, by March 11th.  We felt this was not a reasonable demand under any circumstance but especially in light of the following context: -       Client provides [redacted] to the federal government as a contractor and therefore all transactions must be well supported and documented -       Client was in the process of answering financial inquiries from a regulatory body Vertaccount, as would any professional firm, would need a reasonable amount of time to properly prepare and review any financial report, even if our scope is limited to internal reporting only. We make every effort to put the care into our client records and put controls in place like preparing full supporting worksheets for the client’s review and sign off in order to ensure that the records are as accurate as possible. It is also to observe bookkeeping best practices and for the client’s ultimate benefit that financial matters are documented and not simply answered verbally and later subject to interpretation. As a service firm, we are not always perfect in spite of our best efforts. I believe the client became irate and in her words “took action” to lodge this complaint as well as a negative review [redacted] when she learned that we need more time to complete her financials and I was not able to respond to her in a timely manner. She had raised this concern on March 10th and I was personally not able to respond to her until after two (2) business days, on March 14th. I had apologized to her for this explaining the personal and family matters I was occupied with at the time. While I personally feel her actions to publicly complain were rather extreme under the circumstances, I understand that she was in a panic and felt she was being ignored. We have made every effort to make amends with this client for her misunderstanding of the situation. As mentioned, we have been in contact with this client and have complied with all her subsequent requests. We both fully expect that the matter should be closed out and resolved by no later than April 18th.Thanks,[redacted]-- [redacted]Vertaccount Hawaii Inc.

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Address: 1164 Bishop Street Suite 1612, Honolulu, Hawaii, United States, 96813-2815

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