ComplaintsforVine Management, LLC

• Initial Complaint

  04/10/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  After several disputes with condo association board, Vine Management requested that if I have a problem with the board to contact Vine Management rather than dealing directly with the board. There were several problems presented to Vine Management (including violation of community documents and Florida state statutes). Vine Management has refused to respond to several complaints (Documentation can supplied if requested by BBB) and at the Association Annual Meeting ******************* (Vine Management community rep) accused me publicly of harassment and stated he would not respond to future emails, In addition, Vine Management has failed to respond at the time of this complaint to an ************************* (ARB) request to replace outdated and broken windows. This can be verified by ******** Windows.

  

  Business response

  04/10/2024

  Dear *************************,
  
  Thank you for reaching out through the Better Business Bureau (BBB) to express your concerns. At Vine Management, we are deeply committed to the communities we serve and strive to handle every situation with the utmost care and professionalism. Upon reviewing your complaint, we wish to provide clarity on the processes involved and the steps we are taking to address the issues raised.
  
  Architecture ************ (***) Request:
  
  1. We acknowledge receiving the contract for window replacement on April 3, 2024 dated in December of 2023, and the completed *** Request Form in a separate email on April 4, 2024 received after hours and the form was dated 3/15/2024. Our responses during the week of April 1st was known to possibly having a delayed due to a pre-scheduled company-wide training, a situation for which our email auto response and IVR on the telephone advised that response times maybe slower than usual.
  
  2. Upon receipt of the *** Request, we acted promptly in accordance with our procedures and the *** received your request the same day via email. It's important to note that the standard review period for such requests, as outlined in the association's governing documents, is up to 30 days from when we receive a completed *** request. This period is designed to ensure a thorough and fair review by the ***.
  
  3. On April 8, 2024, we informed your representative of the process underway and reiterated the 30-day timeframe for a decision as mandated by the association's governing documents.
  
  Communication and Conduct:
  
  1. We take the concerns raised about communication and conduct very seriously. As these issues have only just been brought to our attention and I was not present to witness the incidents directly, I cannot confirm these specifics. Nonetheless, we will conduct a comprehensive review of our professionalism policy with all staff, including *******************, to ensure that our standards of conduct are clearly understood and upheld by everyone.
  
  2. We are dedicated to enhancing our communication processes, ensuring that all inquiries and correspondence receive timely acknowledgment, even in instances where immediate resolutions are not feasible. Recognizing the importance of effective communication, we are steadfast in our commitment to fostering trust and understanding within our communities.
  
  Moving Forward:
  
  1. We assure you of our commitment to processing your *** request within the standard 30-day review period, in compliance with the association's governing documents. We will keep you informed of the progress and any decisions made.
  
  2. While we address concerns directly in these matters, we wish to reaffirm our dedication to our responsibilities towards the community and our commitment to service improvement.
  
  Your feedback is invaluable to us as we continually seek to improve our services and the way we support our communities. Should you wish to discuss this matter further or have any additional concerns, please do not hesitate to reach out directly to us at ********************
  
  Sincerely,
  
  ******************;
  President
  Vine Management
  

  Customer response

  04/15/2024

   
  Complaint: 21558258
  
  I am rejecting this response because:
  

  Consumer

  Most Recent Message

  Date Sent: 4/11/2024 10:09:59 PM
  Enclosed as an attachment, please find my response to Vine Management's offer to communicate through the email site ******************** as suggested by ******************* in Vine Management's response to my complaint. If I do not receive a response within 8 calendar days I will contact you again.  *********************

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

  Customer response

  04/23/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********.  Vine Management is a small company (four individual listed on the website).  In my opinion, the response provided by Vine Management appears to be sincere, but further persuasion was required to expedite the *** request which was approved at the April 23 board meeting.  In addition, professionalism is a nebulous term that is difficult to ensure especially in a small close knit company.  However, in a effort to move on from this unpleasant situation, I will except Vine Management's response to serve as a resolution to the complaint. 
  
  Sincerely,
  
  *************************

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