Here is our official response to the complaint from ***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 concludedVertaccount’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 complaintClient has already received the year end financials on the date mutually agreed uponA few minor items remain but client is aware of this and their pending statusWith all due to respect to this client, there are several inaccuracies in the customer’s statement that are addressed belowVertaccount Inc.’s operations are global, with offices in Honolulu, Manila and SydneyThere are client service personnel /coordinators located in our Honolulu and Sydney offices, while the bookkeeping support operations are located in ManilaThe 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 challengeThe primary exchange between the client concerning her bookkeeping was with the back office staff in ManilaTherefore, 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 until currentNext, to the client’s point that she has been unable to obtain financials – this is an oversimplificationFinancial reports require the participation of the business owner as well as complete documentation in order to reconcile the accountsVertaccount’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 mannerThe complete records were not provided until January 22, In business days, Vertaccount’s staff had then provided the processed worksheets for the client to review, comment on or provide missing informationUpon client’s completion and sign off on these four (4) worksheets, the financials could then begin to be finalizedHowever, no response was provided by the client on this topic in spite of several documented follow upsFinally on March 4th she inquired about the status of her 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 worksheets but simply replied “good to go” (in spite of the worksheets requiring more information)Client then expected that her 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 onlyWe 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 possibleIt 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 interpretationAs a service firm, we are not always perfect in spite of our best effortsI 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 mannerShe 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 14thI had apologized to her for this explaining the personal and family matters I was occupied with at the timeWhile 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 ignoredWe have made every effort to make amends with this client for her misunderstanding of the situationAs mentioned, we have been in contact with this client and have complied with all her subsequent requestsWe 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 ***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 concludedVertaccount’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 complaintClient has already received the year end financials on the date mutually agreed uponA few minor items remain but client is aware of this and their pending statusWith all due to respect to this client, there are several inaccuracies in the customer’s statement that are addressed belowVertaccount Inc.’s operations are global, with offices in Honolulu, Manila and SydneyThere are client service personnel /coordinators located in our Honolulu and Sydney offices, while the bookkeeping support operations are located in ManilaThe 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 challengeThe primary exchange between the client concerning her bookkeeping was with the back office staff in ManilaTherefore, 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 until currentNext, to the client’s point that she has been unable to obtain financials – this is an oversimplificationFinancial reports require the participation of the business owner as well as complete documentation in order to reconcile the accountsVertaccount’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 mannerThe complete records were not provided until January 22, In business days, Vertaccount’s staff had then provided the processed worksheets for the client to review, comment on or provide missing informationUpon client’s completion and sign off on these four (4) worksheets, the financials could then begin to be finalizedHowever, no response was provided by the client on this topic in spite of several documented follow upsFinally on March 4th she inquired about the status of her 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 worksheets but simply replied “good to go” (in spite of the worksheets requiring more information)Client then expected that her 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 onlyWe 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 possibleIt 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 interpretationAs a service firm, we are not always perfect in spite of our best effortsI 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 mannerShe 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 14thI had apologized to her for this explaining the personal and family matters I was occupied with at the timeWhile 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 ignoredWe have made every effort to make amends with this client for her misunderstanding of the situationAs mentioned, we have been in contact with this client and have complied with all her subsequent requestsWe both fully expect that the matter should be closed out and resolved by no later than April 18th.Thanks, [redacted] -- [redacted] Vertaccount Hawaii Inc