Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/09/2023

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I live in the Sherwood Lakes community in Florence, Ky, which is managed by Vertex Professional Group. My homeowner dues are paid automatically each month through US Bank and until this year I have not had any issue with late payments. However, in early February 2023, I received a late fee of $50 and immediately contacted Vertex and spoke to their representative Ryan B. He explained that the payment was received 3 days late, which was why I received the fee and notice from Vertex. I contacted my bank the same day and they informed me that the payment was sent on January 4 in order to be received by Vertex on January 10. Their records indicated there was no reason for the payment to arrive late but agreed to mail a “good faith” letter to both Vertex and Alliance Bank, the financial institution that manages their account. I then emailed Vertex to relate this information and was told by **** that they would review my account once the letter was received addressing the late payment. At this point I believed, at minimum, Vertex would let me know if the "good faith" letter was sufficient before any further action was taken. Instead, a month later I received another letter from Vertex, now asking for $75 with no mention of the conversations I had with Vertex regarding the supposed late payment. I have since tried calling ****** supervisor ******* on two separate occasions, but she will not return my call. I also tried calling the Community Associations Institute Kentucky Chapter since their credential is listed on the Vertex home webpage, but they said they were not affiliated and could not assist. They suggested I contact BBB, which is why I am writing you today. I am requesting that the BBB intervene since Vertex will not respond to my inquiry. I have attached a copy of the “good faith” letter and will gladly provide any other information needed in order to review and process my complaint. Thank you for considering my request.
  
  Sincerely,
  **** ******

  Business Response

  Date: 03/10/2023

  *****
  I apologize for any inconvenience this may have caused you.  After reviewing your account, I do see where your payments are processing too late in the month, which has resulted in some late fees on your account.  After further review, it does seem this same issue happened last year as well.  Since you technically are making your payments every month, I have waived all late fees as a one-time courtesy. As of 3/10/23, your account has a $0 balance. Technically, your payments are due on the 1st of each month.  There is a 10-day grace period for your community, but we do not recommend homeowners to use that as their due date, since payments do not process on weekends or holidays with the banks. While your bank may write a check to the community bank by a certain day, that does mean the payment processes on that day. The payment only processes to the account on the day it is received by the community’s bank.  Your bank is mailing a check to the community bank, which is then relying on the US postal service to deliver.  We suggest you to contact your bank, and have them change their mailing date to be before the 1st of each month so you can guarantee your payment is processed by the 10th of each month and so you will not receive any later fees on the account.  If you have any further questions or need any help in the future, you may email: ************************** or call: ***** ******** *********

  Customer Answer

  Date: 03/10/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me.  
  
  
  
  Regards,
  
  
  **** ******

• Initial Complaint

  Date:03/02/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  3/1/2023 ******** ***** took out $190.00 for hoa dues. On 3/20/2023 they took out $211.95 for hoa dues. The $190.00 should have never been taken out. Ive been double charged. My house payment has bounced because of this. This is absolutely ridiculous. Im not the only one who has been charged multiple times. I want refunded immediately and I want Vertex to pay my late fees and overdraft charges.

  Business Response

  Date: 03/03/2023

  I apologize for any inconvenience this may have caused you, but I am glad we were able to help you resolve the issue yesterday, 3/2/2023, and get you a check cut that you were able to pick up for the overpayment. The issue happened because you had 2 auto-payments setup in the system. We do not have any control over the auto-payments that you setup as we do not have access to your account. As a reminder, to make sure this doesn’t happen to you again in the future, please make sure you login to your account and update your auto-pays accordingly to only have one payment come out for the current assessment amount. As always, if you have any future questions/concerns, you can call ###-###-#### ex **** or email ************************** and we would be happy to assist in any way possible. 

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We pay into hoa dues of amount of $125.00 to 150.00 via vertex. We moved into our home in March 2019. The whole time living here we haven't had a proper drive way shoveled or cleared. Vertex has blame it on the vendor but it happened more than once with different vendors. Our hoa doc state that it will be done but never gets done.
  I am asking for refund of 2 year of dues for winter months. Also they must amend current docs to say if not done by vendor, vertex must return that month's dues. Vertex must also say that the vendor will be out after the snow stops with docs.

  Business Response

  Date: 01/04/2023

  Hello,
  
  All snow related issues should now be resolved. If you have any additional questions or need any further assistance, please call our office at ###-###-#### ex:****.
  
  Best Regards,

• Initial Complaint

  Date:12/27/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Vertex Professional Group is the HOA management company for the ****** ** **** ***** in Harrison Ohio. As part of our HOA fees, snow removal of 2" or greater is covered. In the 2 years I have lived in the Villas of West Haven, we have yet to have any snow removal service. Most recently on Dec 22nd, 2022 we got 5" of snow. As of 12/27/2022 no snow removal service has been attempted. Multiple complaints from the residents of the Villas of West Haven via both email and phone calls have been made to Vertex. The issue was also brought up in annual HOA member meeting with Vertex. We were told by Vertex steps have been take to resolve the poor service. Yet nothing has improved. This is simply fraud to charge HOA fees and not get the service from those fees.

  Business Response

  Date: 01/04/2023

  Hello,

   

  All snow related issues should now be resolved. If you have any additional questions or need any further assistance, please call our office at ************ ex:*****

   

  Best Regards,

  Customer Answer

  Date: 01/11/2023

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ** ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  ****** **********
  

• Initial Complaint

  Date:11/15/2022

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have requested a copy of the Grounds Contract from Vertex and had over 20 email conversations with Ryan in the last 2 weeks and they refuse to send it to me. Per Section 8.1 of the by-laws, as an HOA member, I have a right to inspect all forms and documents.

  Business Response

  Date: 11/16/2022

  Hello,

   

  Our records show that we have previously emailed you a copy of the Grounds Contract, put it might have gotten logged in your spam filter if you have not been able to locate it. Our team is resending you the Ground Contract again right now. Please check in your spam folder if you are unable to locate it. If you again don't receive it, please call our office at ###-###-####.

   

  Thank you and have a great rest of your week!

• Initial Complaint

  Date:11/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We have had to use vertex as our homeowners association, and they are just awful. They are completely unresponsive, they don’t answer phone calls or return voicemails or emails. Recently, I got a form stating that we did something against HOA regulations, and I would be fined if I did not contact them within seven days and fix the issue and send them pictures proving I fixed the issue. First, the letter was dated seven days earlier than when I received it so I was technically already passed my window of when I should have her reached out to them. Second, me and my husband both called and emailed them a dozen times with no response. Third, the reason that they sent the letter was because our garbage cans were supposedly outside and we keep our garbage cans inside our garage at all times unless it’s garbage day so there is nothing for us to fix and so send to them. It is impossible for us to fix an issue that we don’t understand when we can’t get a hold of anyone to figure out what is going on.

  Business Response

  Date: 11/16/2022

  Hello,

   

  We are sorry for any confusion on this item but we are happy to report everything should now be resolved. Our records show that we have touched based with you regarding this issue and the matter has now been resolved. No other action is needed on your part, everything is now resolved.

   

  Sorry again for any confusion and we hope you have a great rest of your week!

  Customer Answer

  Date: 11/16/2022

  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  
  
  Regards,
  
  
  
  **** *****