Complaints

This profile includes complaints for V I S Group Inc's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

close

Find a Location

V I S Group Inc has 2 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  V I S Group Inc

  Lacey, WA 98516-5855

• 

  V I S Group Inc

  8617 Martin Way E Lacey, WA 98516

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:05/13/2025

  Type:Order 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.

  In 2025, the *** and VIS Group blocked my request to remove a tree, despite clear issues, and then delayed my approved cement patio project due to internal confusion. I was wrongly fined, incurred higher contractor costs, and lost money from scheduling delays. If the City of Renton removes the tree, I expect the *** to cover the cost of restoring my turf to *** standards. I am seeking $8000 for direct losses and future turf restoration if forced to comply post-removal.

  Business Response

  Date: 05/14/2025

  We're sorry to hear about your situation and truly empathize with your concerns. We're here to help find the best possible resolution for you. That said, it appears that some of the confusion stems from assumptions made in the absence of complete information, which may have led to further misunderstandings. We'd like to clear things up for you:
  
  VIS Group does not make any decision for your Community. All decisions are made by the Board of Directors and the decisions are carried out by VIS Group as the management company.
  
  The application to remove the tree in your yard was denied because it is a healthy tree and removing it would be in violation of your Association's governing documents. After reviewing your account, there are no fines associated with the maintenance of your tree.
  
  Homeowners should not start any work on their home without an approved ACC application. If any work was started prior to gaining approval, incurred costs would be the responsibility of the Homeowner for not following the process as required by the governing documents. 
  
  The patio approval is an unrelated issue from 2021. The patio was conditionally approved by the board, pending approval from the City of ****** as they required, at that time, that no more than 65% of permeable ground be covered by cement or similar. The initial application was submitted on March 31, 2021 and conditional approval was provided on April 5, 2021. You were informed it could take up to 45 days to receive approval and it took significantly less time.
  
  Based on your communication history, we can see you think you are being treated unfairly because your neighbor had a tree removed and yet your application was denied. Your neighbor's tree was interfering with a water utility box. Your tree is not. The tree on your property is healthy and is not interfering with any infrastructure and will therefore not be approved by the Board for removal. 

  Customer Answer

  Date: 05/14/2025

   
  Complaint: 23311253
  
  I am rejecting this response because:
  
  Dear ****** and VIS Group,
  I appreciate your response, but these core obligations remain unmet:
  HOA CC&R requirement for expert inspection
  Article?VI, Section?3.2 of our HOA Covenants, Conditions & Restrictions mandates an independent arborist or qualified inspection for any tree-removal decisionapproval or denialyet VIS Group commissioned no such report.
  City tree-removal code citation
  Under Renton Municipal Code?4-4-130, removal of landmark or significant trees requires a Routine Vegetation Management Permit and associated professional findings (Code Publishing), and RMC?9-13-8 demands a formal permit application with clear approval or denial criteria (Code Publishing).
  No inventory or cost records
  Despite collecting $700?per?year in *** ****, VIS Group provided neither a tree inventory nor any breakdown of maintenance costs charged to homeownersessential for transparency under both our CC&Rs and city regulations.
  Missed ACC process timelines
  My tree-removal application went unacknowledged for over?45?days. Please produce the *** log showing submission date, review steps, and official decision date.
  Unexplained neighbor exception
  My neighbors healthy tree was removed with apparent VIS Group acquiescence; mine was denied without consistent rationale or Board minutes to justify the disparity.
  Refund of wrongful fines
  I was fined $165, successfully appealed that fine, and have still not received reimbursement. Confirm in writing that no fees remain and issue my $165 refund immediately.
  City Planning admission
  The City Planning Department explicitly told me, We do not know?shit about your HOAs rules or enforcementleaving me without proper guidance and costing me at least $165 in unnecessary expenses.
  Small claims notice
  If VIS Group fails to provide all requested documentation and refund my fees within seven days, I will pursue this matter in Small Claims Court for breach of duty, restitution, and damages.
  Until I receive and review:
  The signed ACC denial letter with exact CC&R citation
  Any arborist or inspection reports
  The complete ACC processing log
  Board minutes explaining the neighbor exception
  Written confirmation and reimbursement of the $165 fine
  I cannot consider this matter resolved
  Sincerely,
  ******* *****
  Complaint ID?******** 

  Business Response

  Date: 05/20/2025

  Please allow us to clarify the following:
  

   Tree Removal Policy
  The Association is not obligated to inspect privately owned trees through an arborist. It is the homeowners responsibility to provide a certified arborist report indicating that a tree is dead, dying, or diseased. To date, Mr. ******* has not submitted such documentation. Based on visual inspection and the attached photograph, the tree in question appears healthy.

  Governing Documents
  The Associations governing documents prohibit tree removal for aesthetic purposes. This policy is consistently enforced and was communicated to Mr. ******* in a formal letter, which is also attached for your reference. Personal information including city and Association name have been redacted. 

  Intent to Install Artificial Turf
  Mr. ******* has expressed his intent to remove the tree to install artificial turf. The proposed installation would involve cutting the trees roots, which would likely result in the trees deathan action not permitted under Association guidelines. Please see the attached screenshot, which Mr. ******* posted, indicating that his vendor informed him of the potential damage the installation would cause.
  

  Safety Concerns
  Mr. ******* initially cited safety concerns, stating that the tree obstructs a street sign. As the property owner, he is responsible for maintaining his landscaping, including trimming trees to comply with local safety and visibility regulations.
  

  Neighboring Tree Removal
  Mr. ******* referenced a neighboring tree that was removed. That tree was located adjacent to a utility box and was causing damage to infrastructure, which justified its removal. Please see the attached photo for reference.
  

  Application **************************************************************************** (***) is allowed up to 30 days to review applications. All of Mr. ******** applications were reviewed and approved within this timeframe.
  

  Refund Status
  The refund referenced by Mr. ******* was credited to his account last month and currently appears as a credit balance. He may request a refund or apply the credit toward future assessments via his online portal.
  

  The Association and VIS Group have acted in accordance with the Association's governing documents and standard procedures. We remain committed to fair and consistent enforcement of community standards.

  Customer Answer

  Date: 05/20/2025

  VIS STATEMENT: ************************************** is not obligated to inspect privately owned trees through an arborist. It is the homeowners responsibility to provide a certified arborist report... To date, Mr. ******* has not submitted such documentation. Based on visual inspection and the attached photograph, the tree appears healthy.
  REBUTTAL FALSE AND DOCUMENTED:
  I submitted a full ACC Application and certified arborist report on May 14, 2025, from:
  ******* **********
  TRAQ Certified Arborist #PN-9380A
  ************** | ***************************************************
  ***********************
  His letter concluded:
  Tree is planted directly above utility lines, posing risk to utilities, turf, and sidewalk.
  Proximity to light pole and speed sign creates a safety hazard.
  Retaining the tree is not recommended.
  VIS never conducted a physical inspection or provided a counter-assessment by a licensed arborist. Their visual inspection claim is not a valid replacement for professional hazard evaluation and misrepresents the record.
  
  VIS STATEMENT: Governing Documents
  The Associations governing documents prohibit tree removal for aesthetic purposes. This policy is consistently enforced.
  REBUTTAL NOT AN AESTHETIC REQUEST:
  This removal request is based on certified safety and infrastructure concerns. Specifically:
  Root encroachment on utilities and conduit
  Sidewalk uplift
  Loss of sunlight into the homes main living space
  Obstruction of a speed-limit sign
  Vendor-documented risk of turf damage
  Under Declaration 6.1.8, removal is permitted if a tree:
  ...poses a hazard to persons or property, or interferes with access to sunlight.
  None of these are aesthetic concerns. This claim is a mischaracterization of the basis of my application.
  
  VIS STATEMENT: Intent to Install Artificial Turf
  The proposed installation would involve cutting the trees roots, which would likely result in the trees deathan action not permitted under Association guidelines.
  REBUTTAL *** APPROVED TURF, THEN BLOCKED ITS PROTECTION:
  The *** approved my turf installation before denying the tree removal. The root conflict was identified by:
  ***** *.
  Grassland ***********************start="2691" data-end="2694">************** | *****************************************************
  Email dated May 12, 2025:
  Roots may continue to grow and eventually push up through the turf requiring regrading and full reinstallation.
  The *** approved the project, then used its expected damage as an excuse to deny action. This is an unjust and circular rationale that financially ***** me after I followed proper process.
  
  VIS STATEMENT: Safety Concerns
  Mr. ******* cited the tree obstructs a street sign. As the property owner, he is responsible for maintaining his landscaping.
  REBUTTAL *** ADMITTED TREE OWNERSHIP:
  On April 8, 2025, VIS Group stated in writing that boulevard trees are ***-maintained. They now shift responsibility back to me while refusing to act themselves.
  Moreover, this tree:
  Obstructs a solar-powered speed sign
  Causes root-related sidewalk uplift
  Is placed above multiple utility lines
  These conditions are documented in the arborists report and go beyond trimming; they qualify for removal under the **** own Declaration.
  
  VIS STATEMENT: Neighboring Tree Removal
  That tree was located adjacent to a utility box and was causing damage to infrastructure, which justified its removal.
  REBUTTAL IDENTICAL CONDITIONS IGNORED IN MY CASE:
  My tree also interferes with utilities and presents equal or greater hazard, yet I was denied. The *** did not inspect the tree. This is inconsistent application of rules and violates RCW ***** governing fairness and equal enforcement among members.
  
  VIS STATEMENT: Application Processing Time
  All of Mr. ******** applications were reviewed and approved within this timeframe.
  REBUTTAL TIMELINE WAS MISSED:
  My arborist-supported *** request was submitted on May 14, 2025. No formal denial or ruling referencing the governing documents was received by June 14, 2025.
  Per Declaration 6.1.3:
  If the *** fails to approve or disapprove within 30 days, the application shall be deemed approved.
  No exception or formal extension was granted. This request is legally approved by silence.
  
  VIS STATEMENT: Refund Status
  The refund was credited to his account last month.
  REBUTTAL ACCURATE BUT SECONDARY:
  The refund was received. However, this required weeks of back-and-forth and is only one example of a larger pattern: resolutions are only delivered under pressure, not as a matter of regular policy or timely communication.
  
  ADDITIONAL EVIDENCE AND CONTACTS
  Certified Arborist ******* **********, ****************************start="5252" data-end="5255">Turf Installer ***** *., Grassland ***********************start="5310" data-end="5313">City of ************************ Confirmed tree is not protected and *** has sole authority (May 12, 2025 email)
  Two additional arborists have reviewed the site and reached the same conclusion: tree removal is necessary for safety and infrastructure protection. Their contact information is available upon request.
  
  FINAL POSITION
  VIS Group and the ***:
  Rejected all expert guidance
  Performed no inspection
  Cited contradictory reasons for denial
  Violated their own governing documents process deadlines
  Ignored consistent enforcement requirements under Washington law
  I followed every required step, submitted documentation from professionals, and attempted to resolve this fairly. The *** has instead shifted blame, delayed process, and refused to follow procedure.
  
  REQUEST TO THE BBB
  I respectfully ask the BBB to:
  Keep this case open
  Require the *** to provide a certified inspection if they wish to deny the removal
  Acknowledge the arborist letter and damage risk documentation
  Accept that the 30-day period was breached and the removal is approved
  Address financial harm I will incur if the tree causes damage to turf or utilities as documented
  

• Initial Complaint

  Date:11/18/2024

  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.

  Our condo had a roof leak that VIS refused to pay for.

  Business Response

  Date: 11/25/2024

  It is not VIS Group's or the Association's responsibility to cover damage to individual units. The roof damage was reported to the community management team who then worked with ************** to fix the roof within one week of notice of the issue. The additional repairs that the homeowner is requesting - reconnecting the exhaust fan to roof attachment, redistributing insulation in the attic, pulling insulation away from soffit vents, and treating insulation for mildew - are all the responsibility of the homeowner as these elements belong to the individual unit and are not the Association's property. 
  
  VIS Group has addressed all areas of the roof damage that are the Association's responsibility. 

  Customer Answer

  Date: 11/26/2024

   
  Complaint: 22572466
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****

• Initial Complaint

  Date:09/17/2024

  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.

  This is a professional community Management Team that our hoa has contracts. And I filed complaints about lack of communication and lack of there services with contractors last year the landscapers didn't mow across the street this year they didn't maintain it can I have sent pictures for 2 month and asked what do I need to do trash in the parks are never empty. They don't help with illegal problems with speed in the streets or problems with Neighbors. They don't make sure the rules are being followed. We can't file a complaint against board members because they are hateful because you ask questions about equipment ***** had and speed bumps that disappeared. Then the board members become hateful because they want more money

  Customer Answer

  Date: 09/17/2024

  I would like a refund for 2 years of not having landscapers doing across the street they lied to save money and also don't do background check nor follow the guidelines of 3 bids from what they said and they lied about having the fire Hydrants Recertified.And they only do what the hoa leadership say to do and not do anything for the community Property and the wet lands don't look like they been upkeep. The president  **** and ***** let 1108 129th st e build a Pergola 30' x15' x 28' didn't  follow the rules and need to also be being included with the question 

  Customer Answer

  Date: 09/18/2024

  For what we had to pay for the landscapers for not doing their job is what I asked for. I'm sorry I didn't make that very clear and I feel it should be ****** per service year. 

  Business Response

  Date: 09/19/2024

  I have reviewed all communications and am seeing a total of 41 separate conversations that include complaints regarding the landscaping, people speeding through the streets, and about your neighbor *****. Each ticket includes multiple messages from the management team addressing each concern. 
  
  Unfortunately, the areas in question are not HOA property and therefore cannot be maintained by the HOA's landscapers. As stated by the management team, the landscapers have been notified and will pay special attention to the area that is within the HOA's property in order to minimize the mess created by the private property's tree. 
  
  Also as stated by the management team, the landscapers have been notified and are aware of the trash and are including it in their route. 
  
  Your management team and your Board of Directors are always happy to accept feedback regarding the services provided and your management team has sent you the proper forms for filing a complaint. 

  Customer Answer

  Date: 09/19/2024

   
  Complaint: 22277855
  
  I am rejecting this response because:

  It belong to the hoa they said a home owner was to up keep peice of property and to find out vis management group lied about it so they didn't maintain it as well as the background check of the last landscapers who used a other company name and didn't do a proper background check. This is why I'm asking for a refund for service not rendered that brings my house value down
  
  Sincerely,
  
  *******************

  Business Response

  Date: 09/27/2024

  Mr. **** does not qualify for a refund. 
  
  Every year a budget is created by the ******************* of Directors, which is comprised of volunteer Homeowners from the community. The budget includes all projected expenses to the Association and Homeowner assessments are charged according to the amount of money needed by the Association to cover the expenses. The budget, and therefore assessments, are then approved by the Association at their annual budget ratification meeting. Once the budget is ratified, every homeowner in the community is legally required to pay the assessment amount indicated by the ratified budget. Mr. **** is not the owner of the home he resides in and would therefore not be eligible for a refund, even if assessments could be refunded. 
  
  Mr. **** is requesting a refund of his assessments based on his false perception that the landscapers in his community are not rendering services. Mr. **** does not have a contractual relationship with the *******************, his HOA does. Therefore, if a refund was required due to the landscapers not rendering the service, the refund would be payable to the **** not to Mr. ***********

  Customer Answer

  Date: 09/27/2024

   
  Complaint: 22277855
  
  I am rejecting this response because:
  Here the deed and yes I'm on it.2nd The state of *****************, when you're married, it's communal property and I understand vis doesn't understand that, but it is legally binding in the state of **********. 3rd I do not understand why it would go back to the *** A. When it affects my property and brings down my value of my house and lack of service of the company who's in charge Of making sure the job is done.4th vis management group hire  landscaper And did not do a background. Check on him and he changed a few letters of a company's name and did not find out that the guy came from prison. Nor did they let anybody know that he was from prison and his name wasn't a real company that and ***. also fire the lady. Who was the main manager of our community. She is the one that hired this company and they paid him fully for a job that wasn't completely done, and we ended up not getting a complete job done, and from that we also had lack of Secure system, because they did not do the background. Check that we pay for our safety. This is why the trust and lie from the management. And how they listen to the Community isn't helping  us it's helping  them. And maybe  the attorney General  needs to check in to this looking for suggestions.  Because sueing our community  hurt us not them.

  Sincerely,
  
  ***** ****

  Business Response

  Date: 10/03/2024

  Regardless of the deed, the *** has a contract with the landscapers, not the individual homeowners. Individuals are not eligible for a refund of their *** **** due to perceived lack of performance by a vendor. 

  Customer Answer

  Date: 10/03/2024

   
  Complaint: 22277855
  
  I am rejecting this response because: i must look at this mess each day and knowing i have put money in too a system that isn't working for me and lack of a company to manage there contractors. I want to know who did the background  check on Cj the last landscapers to see his business  wasn't a real company. Is that the *** fault or VIS fault for lack of background check. Out come sould be one  thing is that I want across the street done and my property level to be at it peek at all times. We don't live in a trailer park and I want my area service. If you want top dollar I want the services to be done as it should be and stop wasting our time and money.
  
  Sincerely,
  
  ***** ****

• Initial Complaint

  Date:07/16/2024

  Type:Product 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 own a condo in ************ community in *********** that is managed by VIS management. A compliance violation (screen door in fine condition off the rail) was noticed. I fixed the compliance violation and sent in all required paperwork, including a picture. I never received a response and every time I received a final notice for payment I responded for them to please fix the accounting error with no response. This occurred in march, it is now July. I have sent emails with no response, asked for call back with no response. I finally get an email stating they will clear the fees except a 15 dollar admin fee. Since this was not on any documents they sent I asked why and what it is. They responded due to their office work, I replied that I would not be giving them 15 dollars as that is not in any paperwork that has been sent to me and I resolved the problem per the standard. They replied that I now owe 90 dollars and will not respond as to why or how the amount changed. My condo has been a rental since 2022. They now have still not responded and just today emailed me wanting me to provide paperwork regarding my renters which was not required by the CC&Rs their company sent me in 2022. I feel this company if extorting me for junk fees and the situation is becoming borderline harassment at this point. Please someone investigate their business dealing because I can assure you these emails with junk fees, lack of diligence, non response to requested calls has to be illegal somewhere. I feel they are retaliating because they had to do their job and fix their accounting error and I do not think I am the only one. It is very clear they are upset and making up fees as a way to penalize me for apparently upsetting them. I have all the email documentation upon request I am uploading some as images to this piece. I know photos do not give the best time stamps for the back and forth communication, if you need more evidence please contact me at ************ *****************************

  Business Response

  Date: 07/25/2024

  To start, these fees are in no way, shape, or form retaliatory.
  
  When a compliance violation is noted on a home, a courtesy letter is sent. If the violation is not rectified within the appropriate time period after the courtesy notice, a fine is assessed to the Homeowner. Per your community's contract with VIS Group, all enforcement and non-compliance letters, excluding courtesy notices, carry an administrative fee of $25. You were originally fined in March and were informed that you should pay any applicable fines while your appeal was being reviewed. The fines were not paid and unfortunately, the appeal took a few months to be decided. Due to both of these factors, your fines continued to accumulate. Originally, the ***** of ********* had decided to only waive the late fees and not the admin fees as these are a hard cost to the association and by waiving these fees, the costs associated with your non-compliance become the responsibility of all owners in your community to cover.
  
  Your ***** of ********* have taken a second opportunity to review your appeal and have agreed to waive all accumulated late and admin fees, other than $15 that was mentioned during the discussion you had with your *****.  
  
  We hope that this explanation and resolution help you to better understand the process should a similar situation arise in the future. 

• Initial Complaint

  Date:05/06/2024

  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.

  VIS group is my ***. I and my ex-wife divorced on Nov 2023. My ex-wife got the house. She add her bank on Vis Group website. She setup automatic payment for the *** using her bank account. But VIS ******************** still charge my bank account for $450. So VIS group charged twice for the ***. I request a refund. They sent me a check with both of my name and my ex-wife name on it. I cannot deposit it because my bank only has my name as the account holder. When VIS group charge my bank account, the account only has my name on it. But they don't want to send a refund to the orignial payment when they charge me. They just sent a check which I can't cash it. I need my money back ASAP!

  Business Response

  Date: 05/10/2024

  It is the responsibility of the homeowner to manage their *** payments. There are two ways how *** payments for *************** can be canceled: either by the homeowner, or at the sale of the house. According to public records this house was last sold in 2017 and we have not been provided with proof of any other sale. Also, we were not notified that you were no longer the owner of the home so nothing was canceled. As far as we can tell, you are still listed as the legal owner. If this is incorrect, please provide proof. So far, the *** payments were processed correctly according to the homeowners' instruction. 
  
  When it comes to the refund, as you are both listed as legal owners, we are only able to reissue a check with both names listed. A joint account is not required to cash the check. We have seen similar cases multiple times - typically any one of those whom the check is payable to can cash the check. 

  Customer Answer

  Date: 05/14/2024

   
  Complaint: 21670570
  
  I am rejecting this response because:

  It is not true. I went to the bank again and the bank told me I cannot cash the check. The check is not correct. 

  
  Sincerely,
  
  *************

  Business Response

  Date: 05/16/2024

  It isnt that our response wasnt true. The bank should have been able to cash the check. Weve never experienced this issue before.
  
  A resolution has been found and communicated to Lei. The new refund check should arrive in a few days.

• Initial Complaint

  Date:11/17/2023

  Type:Order 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 reach out to *** owner and their top manager to provide physical supporting documents for the $200 in transfer funds they posted to our ** many times. First they said, "just read your **."Then they said, "Call the County to confirm." Now in the attached files VIS saying, "it was information pass on to them from prior company." In addition, I have requested VIS' June invoices for their charges to our HOA on many times. Both request has generate nothing but push back and their refusal to comply. I have look through the file VIS transferred to our new property manager and there are not supporting documents in our transfer file. VIS is in violation of 64.38.045Financial and other recordsProperty of associationCopiesAnnual financial statementAccountsRequirements for retaining.(1) *************** or its managing agent shall keep financial and other records sufficiently detailed to enable the association to fully declare to each owner the true statement of its financial status. All financial and other records of the association, including but not limited to checks, bank records, and invoices, in whatever form they are kept, are the property of the association. Each association managing agent shall turn over all original books and records to the association immediately upon termination of the management relationship with the association, or upon such other demand as is made by the board of directors. An association managing agent is *********** keep copies of association records. All records which the managing agent has turned over to the association shall be made reasonably available for the examination and copying by the managing agent.*** will sometimes threat to *** or we must pay for our records for them to research since they not our agent anymore when the records should have be turned our so the Board can clearly report and track/MATCH all charges with the ** posting they have constantly refuse to provide the physical documents proof

  Business Response

  Date: 11/28/2023

  ****,

  It is very disappointing that after extremely active communication with you, there are still questions about financial reports and records. We show 41 (in words: forty one!) emails from you within the last two months, which have been addressed. At this point the excessive communication and your lack of understanding of basic accounting have started to border harassment. 
  
  Let us be clear one more time: All financial documents and records have been turned over to your Association's new management company in full compliance with applicable law. As stated previously, questions regarding your community's account should be asked of your current manager. They have all of the documents they need to answer your questions and address your concerns. 
  
  VIS Group has not tried to charge you for the documents you are ***********. We have stated that all files have been turned over to new management. You insist on receiving information from us instead of the management company you are currently contracted with. As we do not have a current contract with you, we must charge your association accordingly for the significant amount of time that we have spent addressing your concerns.

  Customer Answer

  Date: 11/28/2023

   
  Complaint: 20887071
  
  I am rejecting this response because: company has not provided the supporting documents for the items requested after many attempts of requesting the hard copies support the charges. I have all the documents turned and have reviewed them before the transfer VIS and after the transfer. The hard copy supporting documents are not in the files handed over. The multiple requests which are not harassment is board trying to received all the supporting from the first request that has not been met that leads to multiple request of the supporting facts.
  
  Sincerely,
  
  *****************

  Customer Answer

  Date: 11/29/2023

  I sent two emails yesterday to ****** showing that where VIS state they turned i er the files to new management company and where I told VIS in those emails that the hard copies are not in the files or the electronic files. I reviewed both files and the supporting documents are not there for the June invoice of VIS and the proof on the $200.00 transfer. I am not sure BBB reviewed my response to the email sent yesterday. Yes, the business replied but didn't provide the proof as what the complaint is about supporting the  GL charges.

• Initial Complaint

  Date:08/19/2023

  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.

  HOA VIS Group has ridiculous violations and yet ignores bigger issues/concerns within the community. Examples include:* Day we moved into house we got a complaint from that day that the grass is dead * we now got a complaint our grass is too long and yet was mowed day of complaint * My husband's trailer that is brand new, not an eyesore is in OUR driveway, not the road, not the street and were in a ********** where it is not really even visible and our cars block it. I could understand if it was a junky RV or trailer, were in a visible house that is seen from everyone, doesn't fit in driveway, etc. However, this is not the case * They make HOA meetings hard to attend, they make votes when there's not many people there to vote or dispute the rules that are being voted on.

  Business Response

  Date: 08/24/2023

  All enforcement activities conducted by VIS Group are guided by the CC&Rs of each of our communities. Per the governing documents of your community, trailers of any kind are not to be stored or parked in driveways.
  The governing documents make no distinction between a well-maintained trailer and one that is an "eyesore." No trailers are allowed to be parked in driveways. Your governing documents also state that trailers are not to be parked in the street. That being said, the ************* has jurisdiction over the streets and may tow away those trailers. If there is a trailer parked on the street that is causing a genuine safety issue, please report it to the ************* or to us for enforcement within our limits of responsibility.  
  
  As for attending the ***** of ********* meetings for your association, they are scheduled on the 4th Wednesday of every month at 6pm and are held via Zoom. Hosting the meeting virtually, after normal working hours, is the best way to accommodate the conflicting schedules of various homeowners in the community. If you need the link for future meetings, please find it on your homeowner's Portal or email us at ******************************* and we'd be happy to get you that information. 
  
  As for voting on new rules, all voting is conducted at the ***** of ********* meetings. The meetings follow ******'s Rules, and therefore the ***** will not vote unless there is quorum. Homeowners are welcome to share their thoughts and opinions during the Homeowners Forum at the meeting. There is a 3-5 minute time limit on public comment, so the best course of action is to send an email in to your community management team who can then share your thoughts with the board. 
  
  We hope this addresses your concerns and requests. 

• Initial Complaint

  Date:07/12/2023

  Type:Product 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.

  The attachment is the compliance letter from *** GROUP showing how much the grass improved within 30 days. I cannot believe a human being looked at those two pictures and still decided to fine us. We are talking about grass, just look at the pictures. We are clearly in compliance. I challenged the fine; however, the appeal process is 30 days when I only have 15 days to submit the fine. That process is purposefully set up to deter appeals and a sign of a predatory business practice. The *** Group enjoys the slightest infraction to punish homeowners, which takes away from their purported mission. This is clearly an example of an over zealous employee and management should step in for retraining and calibration.

  Business Response

  Date: 07/14/2023

  Please note the compliance process is determined by Meridian Campus ROA and not VIS Group. VIS Group is solely tasked with following the prescribed process of the Association and enforcing its covenants. It appears that there may be some confusion regarding the issue and more so, the area at issue. In June, a violation warning was sent regarding the dry lawn at the home. The majority of this issue derived from the lawn to the left of the driveway as you are facing the home. The photo from July reflects an improvement to the left side of the lawn as **************** mentions, however, the lawn area to the right of the driveway has worsened and is now dry. The compliance issue is not that a section of the lawn was/is dry, but rather the obligation to maintain the entire lawn. So although one section improved,another section got worse and that is the reason for the compliance issue.Always available to owners is the opportunity to request an extension to correct a violation. An approved extension pauses compliance actions on that issue until the expiration date of the request.  

  Customer Answer

  Date: 07/16/2023

   
  Complaint: 20314004
  
  I am rejecting this response because it is illogical and demonstrates immaturity. Your response started with you have nothing to do with the fine as is Meridan Campus HOA but concludes with an endorsement of their decision. First, the *** Group logo is all over the place and it is natural to assume your association. If your response is the fine is strictly from Meridan Campus, then stay out of opining on anything else. Instead, you endorse their decision based on a small patch of grass that still improved from the first picture (which most people would disagree with). Passing responsibility while assigning blame is immature and I would say you are responsible for your business associations. If Meridan Campus HOA is a predatory HOA then you shouldn't do business with them. I stand by my complaint of *** Group and Meridan Campus HOA and would never buy another property associated with either company.

  
  Sincerely,
  
  **** ***********************