Vertex Professional Group

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I'm glad that we were finally able to receive all of the transition documents that was due to us at the end of June.  Unfortunately, due to Vertex's delays and mis-management, our community has suffered from not having our new property management company be able to completely take over.If Vertex was willing to reimburse us the ~$250 for their mistakes, I was willing to mark this complaint as being satisfactorily resolved (even though they missed the original deadlines/requirements for document/asset transition).  It seems clear that they refuses to take responsibility for their oversights so I recommend this complaint be closed and marked as unresolved so that no more time is wasted on Vertex's meaningless replies. 
Regards,
[redacted]

While we sympathize with Mrs. [redacted]'s concerns, Vertex is the Managing Agent for the Community and takes direction from the [redacted] Board of Directors. Vertex is responsible to manage the day-to-day operations for the Community and oversees the financial expenditures. Vertex is compensated with a...

flat monthly fee and in no way benefits financially from the amount of services that are provided to the Community. We manage the operating budget to the best of our ability with a mindful approach to what best benefits the entire Community and its membership.As background, the Association did provide a grub control treatment (main food source for moles) in the spring of 16' and has budgeted to again do so in 2017. As the Managing Agent, Vertex did extensive research on Mrs. [redacted]'s issues with moles when it was brought to our attention this summer. In discussing possible solutions with experts, we found that a viable solution was not going to be effective or affordable based on the following factors:1. Continued development in the Community is disturbing the moles natural habitat and driving them to other areas as they look for a food source.2. In order to effectively find and eliminate the moles and the food source, you have to understand their patterns both for how they move, and when they move.3. Strategically setting poison pellets as a way to eliminate the mole(s) is not a safe practice for pets in the Community. If a poison pellet is ingested directly or the carcass of an animal that has ingested a poison pellet is consumed, it would almost certainly be fatal for that pet.4. Setting traps does not offer a high percentage chance for successfully catching the intended target. These traps often catch innocent animals that have wondered upon said traps.  All of this information was provided to the [redacted] Board of Directors and they made the decision to not proceed with any of the options stated above. They will continue with the budgeted grub control treatment in the spring of 2017 and have decided to make decisions on additional services requested by the Membership on a case by case basis.Vertex is more than willing to listen and assist Mrs. [redacted] as issues arise in the future. We look forward to the opportunity to continue serving both herself and the entire [redacted] Community.

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this does not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
Vertex's response to the requested reimbursements was nothing more than a reiteration of information that I already provided.1. We are aware that the [redacted] invoice was for a backflow inspection for utilities that Vertex believed were on HOA property.  As shown on the attached [redacted] invoice, there was nothing to inspect because we do not have utilities on HOA property.  The $125 charge was for [redacted]'s trip fee, which Vertex should pay since they should never have scheduled the service (most likely Vertex confused our community with another one that had utilities).  We should not have to pay for Vertex's mistake.2. We are also aware that the $120 legal fee was for release of a lien.  Homeowner's are responsible for all fees associated with the application and release of a lien on their property per our Declarations.  Vertex failed to properly execute the lien to ensure it was released at the homeowner's expense.  Once again, we should not have to pay for Vertex's mistake.3. The $17 "monthly" storage fee for physical records was only charged once in the 3.5 yrs of service (i.e. it wasn't a standard monthly fee).  There was no mention of monthly storage fees in our contract (assumed to be covered in the monthly management fee) and if the HOA had known, we would have stored the physical files ourselves to avoid the expense.  This appears to be another example of Vertex misallocating charges that were intended for another managed community.4. We are also still missing the monthly financial summaries from Jun 2013 and Nov 2014.  However, we were able to get additional copies of the community dwgs from the builder since Vertex lost the copies in their possession.I do appreciate that Vertex finally made a concerted effort to resolve the issues, I just wish it hadn't taken a Revdex.com complaint to motivate them.  Hopefully the unresolved status will continue to provide enough motivation for them to resolve the outstanding items.
Regards,
[redacted]

[redacted] your
situation is unfortunate and we are sorry to hear of it but not something that isn’t
uncommon and occurs on regular basis...

in buildings, homes offices etc. It is
also something that can be corrected by the owner as well.
The Vertex office reacted
to your issue right away and did as directed by our boss, the HOA Board of
Directors. Vertex Professional Group does not have the authority to hire a company
to perform maintenance inside an individually owned home in the community. 
You live in an HOA community and have a Board of Directors that oversee all
work in the community common areas and exterior of the buildings. The units themselves
are still the owner’s responsibility and not the HOA as your home is owned by
you and not the HOA. Vertex is the hired management company by the Board to perform
the business actions of the HOA as directed by the Board. Vertex does not own
any buildings, property etc in the community.Vertex has no voting
power and no ability to spend any money on items that are not Board approved and
or already budgeted regular spending.
 
Now that being said
given your situation the Board authorized Vertex to contact the community’s maintenance
company to check out the issue; Which Vertex did right away and the maintenance
company came out (Once again this company and all contractors are selected by the
Board not Vertex).
 
The maintenance
company came out on two (2) occasions to look for an animal in the attic, in which
they were unable to find anything.
 
To date, we were
informed by the owner ([redacted]) that she had someone she knew go into the
attic and they were able to find an animal.  The animal has now been
removed.  [redacted] informed us that this gentleman did not charge her
for removing the animal.
 
Now that the animal is
removed there shouldn’t be any other issues. Any smell will dissipate as there
is no contributing factor at this time. If any other issues do arise please let
us know and we will alert your Board.
 
In your situation your
HOA was willing to help and allowed Vertex to send the communities maintenance company
out on (2) occasions for your issue, whereas another HOA might not be willing.
Vertex works with numerous different HOA’s and each one is run by a Board and
Vertex is subject to do as directed by each Board.
 
It is unfair to issue
a Revdex.com complaint about Vertex when we haven’t performed any wrong to you and did
everything we could within our power to help you in your situation.   We hope
that you can see that and are willing to issue a nice follow up with the Revdex.com on
our behalf.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.  If you and the business have reached an agreement and compliance is set for a future date, we trust the business will comply.  Please contact us after that time if the matter is not resolved as agreed and we will review the complaint and proceed accordingly.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me.  Please make the reimbursement check payable to the [redacted] HOA and send it to my address at [redacted].
Regards,
[redacted]

Thank you!  I did receive additional information from our HOA president last night that Vertex provided the May 2017 financials in a separate email, but we are still missing the Sep 2015 Financials I mentioned.