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:03/31/2025

  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.

  **Subject:** Formal Complaint Against Vertex Professional Group (******* ***** Owners Association) Dear BBB, I am writing to formally file a complaint against Vertex Professional Group, the management company for ******* ***** Owners Association. Despite repeated emails and phone conversations with Vertex regarding my payment and account status, I continue to receive unwarranted and threatening letters from them, including the most recent notice (attached). The latest letter dated March 24th, 2025 states an unpaid balance of $366.00 and threatens to initiate legal action and file a lien if payment is not received within 10 days. However, I have previously communicated with Vertex multiple times regarding this matter, and it has either already been addressed or is in the process of being resolved. Their continued dispatch of intimidating correspondence—without acknowledging prior communication—is both harassing and unprofessional. Attached is a copy of the most recent letter for your review and records. Also attached is copy of the proof of payments made including previous letter. I am requesting BBB’s assistance in intervening and holding Vertex Professional Group accountable for their practices, especially their failure to communicate effectively and their persistent threats despite being in ongoing contact with me. Please consider this my formal complaint and include Vertex Professional Group as a copied recipient so they are fully aware that a complaint has been filed with the BBB. I have also attached the same letter being submitted with this complaint to them directly for transparency. Sincerely, ***** ***** ****** and ****** ****** **** ********** **** ***** **** ***** ###-###-#### ********************* *********************** March 31st, 2025

  Business Response

  Date: 03/31/2025

  Hello,
  Thank you for bringing this matter to our attention. We understand the concern expressed by *** *** **** ****** and are committed to resolving this issue as quickly and accurately as possible.
  The balance currently reflected on the homeowner’s account is due to an unpaid amount. The owners informed us that a portion of their payment had been made to the previous management company, Innovative. However, when the transition occurred, Innovative did not provide us with any record or documentation of such a payment on behalf of *** *** **** ******.
  To ensure we can properly research and credit the homeowner’s account, we have previously requested a copy of the payment made to Innovative. Unfortunately, we have not yet received that documentation. In the current BBB complaint, the only attachment provided was a copy of ******** **** Terms & Conditions, which does not include any payment details or transaction confirmation.
  Once we receive a copy of the payment made to Innovative (such as a cleared check, bank statement, or confirmation receipt), we will promptly review and update the account accordingly.
  We apologize for any frustration this situation may have caused. Our notices are automatically generated based on outstanding balances. Please reply with the documentation of your payments. We look forward to receiving the requested documentation so we may bring this matter to a resolution. Thank you!
  

  Customer Answer

  Date: 03/31/2025

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have attached the payment proof and i am fully paid. I do not owe any sum of dues to HOA.

  
  

  
  

  The email was sent with attachment on February 24th, 2025 to ******* ***** email and a copy has been forwarded to you for your ready reference. Please confirm.
  
  
  Regards,
  
  ***** ******
  

  Business Response

  Date: 04/01/2025

  Hello,
  Thank you for providing documentation of your payment. Your payment of $341 made on December 24th was submitted to the previous management company, Innovative Management.
  Unfortunately, ********** ********** did not transfer any record of this payment when the association transitioned to our management. We have now reached out to them again requesting the payment documentation. Regrettably, they have been unresponsive to our repeated attempts. That said, we will continue following up until we receive a response.
  We also encourage you to contact ********** ********** directly and request a confirmation or proof of your payment. As you made the payment to Innovative Management, they are obligated to provide you with that documentation.
  Please rest assured that we are committed to resolving this matter. As soon as we receive any information or confirmation from Innovative Management, we will promptly update your account and notify you.
  Thank you for your patience and understanding.

  Customer Answer

  Date: 04/01/2025

  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. Good morning,
  
  
  
  
  I am in receipt of this and the previous 4 emails that you sent, which included details and payment confirmation for your HOA fees. I have saved this information to the complaint file and have sent you the business' most recent response to the complaint.
  
  
  
  
  Thank you,
  
  
  
  
  
  
  
  
  
  
  Subject: Re: account #****** payment confirmation
  
  
  
  
  
  Subject: Clarification Regarding HOA Payment – ******* ***** Association
  
  
  
  
  Dear BBB and Vertex Team,
  
  
  I hope this message finds you well.
  
  
  I’m writing to share a recent update I received from my bank, *****, which appears to resolve the confusion surrounding the payment to ******* ***** HOA.
  
  
  According to the secure message I received from ***** early this morning (attached for your reference), a payment of $341.00 from my account ending in **** was issued to ******* ***** HOA with a delivery date of January 2, 2025. However, the payment remained unclaimed and was not processed within the 90-day clearing period. As a result, Chase has placed a stop payment on the check and initiated a refund, which I should receive within the next five business days.
  
  
  It seems likely that the previous HOA management company did not accept the payment, potentially due to the migration period during the transition to Vertex. While this is only my assumption, the fact remains that the funds were debited from my account and held during that period.
  
  
  This discovery hopefully resolves the open issue regarding my HOA account with ******* *****. I would now appreciate your assistance in the following:
  1. Confirming whether this $341.00 paying on vertex portal toward my account will take care of the balance and if so please call me so I can take care immediately, unless it’s different amount as part payment was done online portal already. 
  2. Providing any updated balance, if any.
  3. Clarifying whether any late fees can be waived, as the original payment was timely initiated and only delayed due to an issue outside of my control.
  
  
  I would prefer to resolve this promptly and am available for a phone call if needed to expedite the process.
  
  
  Thank you all for your cooperation and help — I’m relieved to finally have clarity on this matter.
  
  
  Regards,
  
  ***** ******
  

• Initial Complaint

  Date:11/08/2024

  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.

  There is no where on the website that has a updated amount for payments. they just expect you to guess or call every month and see if they made the payments more what fees they taxed and so on

  Business Response

  Date: 11/11/2024

  Hello,

  We apologize for any inconvenience you've experienced with accessing the details you need.

  
  To assist you further, someone from our Accounting Department will be reaching out to you directly today to discuss your account in more detail as we do not want to post any information here that is publicly assessable. Our Accounting Department will ensure that any questions you have are thoroughly addressed and provide guidance on accessing the most current information regarding your payments.

  
  We appreciate your patience and look forward to resolving this matter promptly.

  
  Warm regards,

• Initial Complaint

  Date:11/05/2024

  Type:Sales and Advertising 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’ve been harassed by this company for almost a month now. The agents are aggressive and rude. They call me 30+ times days but hang up if you ask them a question. Ice even had “T*** S******’s” call me and act stupid. I’ve sent several emails but it won’t soon- please HELP.

  Business Response

  Date: 11/06/2024

  Hello,

  You have the wrong company. We are located in ********, ** and have no record of you, your name, or your phone number in any of our systems. We have never had any communication with you. The images you attached are not our phone number and have no connection to us.

  Sorry, but you have the wrong company.

• Initial Complaint

  Date:07/30/2024

  Type:Facilities 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 wish there were a negative rating available. I wish there were an exec or owner that would take accountability. I have been stuck dealing with (fighting with) this *** for about 4 years now and every time it has been a fight. But I'm stuck here dealing with them. Most recently (early May, 2024) I had a sprinkler head come apart within my unit walls. It was a builder issue (per the fire suppression company). It took a week before I could get someone to open the wall and confirm the leak. It took another week before I could get someone out to shut the water off and correct the issue. Six weeks later I finally had someone come out to open the wall--visual inspection within the wall revealed biological growth. Inspection with a moisture meter shows a higher-than-acceptable moisture content. I was essentially told too bad. I can incur the expense of a remediation company, if I chose. The vertex approach is to apply bleach and close it up...hope for the best and goodbye. This leak impacted three units and all units have issues. I have consistently paid my *** fees and the response has been like pulling teeth. I can't emphasis what a nightmare it has been dealing with Vertex.

  Business Response

  Date: 07/31/2024

  Hello,

  
  Thank you for reaching out and sharing your concerns. I genuinely understand how frustrating it must be to deal with these issues, especially when you feel like you’re not receiving the support you need.

  I want to clarify that Vertex Professional Group acts as the management company for your community but is not the owner, landlord, or developer. Decisions and responsibilities regarding maintenance, repairs, and overall management of the community are handled by your Board of Directors, which is made up of your fellow homeowners who were elected to represent the interests of the community.

  
  In this situation, it appears that the issues with the sprinkler head and subsequent damage fall under the responsibilities of the Board, as they have the authority to make decisions on such matters. Vertex Professional Group’s role is to assist in facilitating the Board's decisions and managing day-to-day operations based on their directives. We do not have the authority to make decisions or intervene beyond the scope of our management responsibilities. It would be illegal for Vertex to make decisions without Board approval.

  
  I recommend that you bring this matter to the attention of the Board of Directors directly if you haven’t already. They have the legal authority to address and resolve issues related to maintenance and repair, and it’s important that they hear directly from homeowners like you to ensure that your concerns are properly addressed.

  
  If you need assistance with the process or have trouble contacting the Board, please let us know, and we’ll be happy to guide you on how to proceed. Our goal is to support you and ensure that your concerns are addressed as effectively as possible within the scope of our role.

  
  Thank you for your patience and understanding.

  
  Best regards,

  Customer Answer

  Date: 08/07/2024

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I have requested information regarding Board meetings, which, per the *** bylaws, should be open to attendance, and have not been given any information on times and dates of meetings.  I have been refused information regarding the board to allow direct contact.  I have no confidence that messages have been forwarded / made available to the board for consideration.   

  I have been told by staffers at the Vertex offices that issues within the condo are my responsibility while things that are structural, and literally within the walls (i.e. the fire suppression sprinkler system) is the responsibility of the ***.

  I have been given no information regarding the utilization of the tens of thousands of dollars of funds paid in by the residents of my building, two others of whom have been impacted by this situation.

  I have felt pressured to have the drywall repairs completed.

  No, I do not accept the statements of the Vertex Property Management company.  Prior to this particular situation, I have had nothing but difficulties with the ***.  I wish there were a way to find a different property management company take over administration of this property.

  Regards,
  
  ***** *******
  

  Business Response

  Date: 08/19/2024

  Hello,
  To ensure your request is formally documented and properly addressed, we have attached a formal Board Request Form for you to fill out. This form will help create a paper trail of your request and will be timestamped once you return it to us.
  Please fill out the attached form and return it to us at your earliest convenience. Once we receive the completed form, we will forward it to the board and request that they reach out to you directly to discuss your concerns.
  Thank you for your patience and understanding.
  Best regards,

• Initial Complaint

  Date:07/26/2023

  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 been displaced due to a fire that started in our neighbor’s garage at **** ******* **** ***** on May 3,2023. Our Condo sustained water and smoke damage. Vertex is our HOA management company. They have done nothing to start any repairs in the three months and we have been misled by lies. We need them to start cleaning up , mitigation and rebuilding of the damaged condos so we can return home in a timely manner. They are costing us time and money And aggravation , no fault of ours.

  Business Response

  Date: 08/01/2023

  Hello,

  Vertex Professional Group is working diligently to move the process along as quickly as possible. However, when dealing with a fire, insurance, and reconstruction, things do take time. Vertex has been keeping a detailed log of everything to-date regarding the ******* **** *********** Fire and Reconstruction efforts. 

  To receive the latest updates and to be kept up-to-date, please contact ************************ or call ************ *** *****

  Here is the detailed timeline of everything so far:

  5/3:
  - Received call that there was a fire at Paragon.
  - Called ******* to meet me there.
  - Went to property and spoke with fire chief and some restoration companies on site.
  - Reviewed damage.
  - Assisted affected homeowners at CH, got all contact info.
  - Spoke with Red Cross and local church offering assistance.

  5/4:
  - Set up go fund me.
  - Spoke with **** about process.
  - Talked with **** from ***t ***d 2ce.
  - Talked with **** from ***t ***d.
  - Talked with ****** from ***t ***d 3 times.
  - Called Fire Dept, TE, and ServPro to get lockbox code so ****** could get in to begin reporting.
  - Talked with ServPro 3 times informing that they were not to touch the building, could only help with personal items except for in 2320, no items could be touched.
  - Sent all affected owners an email about going through management and insurance for any non approved vendors assistance.
  - Assisted *** with affected HO walk in.
  - Assisted ***** with affected HO walk in.
  - Talked with 2 different State Farm reps for the homeowners claims.
  - Sent documents requested to 2 different homeowner insurance reps.
  - Talked with **** ******** about donation.
  - Spoke with 2312 and answered her questions.
  - Called Red Cross to see if they obtained contact info from 2336, but they were not permitted to share.
  

  5/5:
  - Spoke with **** at ***t ***d. Homeowner 2320 is able to go in unit to collect belongings, but not in the garage area.
  - Spoke with ****** about same thing.
  - Spoke with *** on update of everything.
  - Sent all homeowners a reminder of the donation bins in clubhouse for any items they need.
  - Sent another correspondence to all homeowners if anyone has any contact information for 2336* ******l and ***** ******* as they were not at clubhouse and we do not have good - contact info for them.
  - Emailed **** about boarding, tarping, and marking off area to ensure all is being done correctly.
  - Sent response that the roof is not safe to be on to tarp to Bill.
  - Sent GoFundMe eblast to community.
  

  5/8:
  - Assisted ***** in answering homeowner concerns.
  - Emailed with 2332 about updates and her moving into unit.
  - Emailed with insurance about 2332 moving into unit.
  

  5/9:
  - Emailed with **** at Blue Roof about donation.
  - Assisted ***** in answering homeowner concerns.
  - Spoke with *********** about where we’re currently at.
  - Spoke with **** about next steps.
  

  5/10:
  - Spoke with USAA fire investigator.
  - Spoke with **** about mitigation responsibility.
  - Communicated next steps to each homeowner.
  - Spoke with ******** on phone and answered questions.
  - Emailed **** to clarify if only partially affected units need to partially remove items and demo areas that were affected, and not the entire unit.
  

  5/11:
  - Updated board.
  - Sent homeowner additional insurance information.
  - Spoke with another units fire investigator and sent floorplan.
  

  5/12:
  - Spoke with KFB agent for **********.
  - Sent needed docs.
  - LVM with homeowner about HOA fees.
  - Sent email to ******* inquiring on update.
  - Talked with *** from ***t ***d to coordinate Matterport.

  5/15:
  - Responded to homeowner questions.
  - Coordinated with insurance rep and scheduled homeowner update meeting.
  

  5/16:
  - Spoke with ServPro.
  - Left a message with Joyce Y***** to see if can share her adjusters contact info.
  - Called 4 homeowners who have not responded to the meeting invite to confirm they received it.
  - Spoke with Joyce Y***** about adjuster contact.
  - Worked with accounting on creating assessment loss calculator.
  - Created meeting agenda.
  - Spoke with Matterport agent to schedule.
  

  5/17:
  - Spoke with **** on phone for questions and about meeting.
  - Called and spoke with *** about loss assessment possibility. Continued conversation via email.
  - Finished meeting agenda and prepared notes spreadsheet.
  - Called 2320 and 2324 about break in and upcoming meeting.
  - Held meeting.
  - Reviewed 2328 in person.
  

  5/18:
  - Requested *** find out if structural engineer has been there to determine it was safe as **** Gibson said it was and that it was fine for the non-damaged units to reoccupy.
  - Spoke with *** on phone that he has called the Boone County Building Dept to find out if they had sent anyone out to review the building and deem it safe as he has not heard back from **** Gibson yet.
  - They are checking and will let him know.
  - Received Fire Investigation reports from Burlington Fire Dept.
  

  5/19:
  - Worked with ***, ****, and *** to get answers on who determined the structural safety of the building and sent notification to all homeowners.
  - Emailed ****, the fire dept chief, to inquire if gave permission for move in.
  - Answered homeowner questions.
  - Sent inquiry to Matterport on June 3rd.
  

  5/22:
  - Answered homeowner questions.
  - Talked with **** on sending a structural engineer to site.
  - Followed up with Matterport.
  

  5/23:
  - Followed up with *** on loss income option.
  - Answered homeowner questions.
  

  5/24:
  - Answered homeowner questions.
  

  5/25:
  - Studied documents to confirm what the association was liable for and what the unit owner is.
  - Prepared findings and sent to ****.
  

  5/30:
  - Emailed **** requested letter with responsibility list.
  - Emailed **** requested assessment reimbursement status.
  - Answered homeowner questions.
  

  5/31:
  - Answered homeowner questions.
  - Followed up with ****.
  - Spoke with ServPro on drywall and where we are at.
  - Sent notification to all homeowners that Matterport will be on site Saturday, June 3rd 8am-5pm to complete 3D of each unit.
  - Shared homeowner accommodation requests with *****l at Matterport.
  

  6/1:
  - Sent all emails to Matterport.
  - Shared more accommodation requests to Matterpot.
  - Drafted email to board to waive assessments.
  - Updated assessment loss chart.
  - Inquired to **** on how the lost assessment reimbursement will work.
  

  6/5:
  - Spoke with insurance on approval of assessment reimbursement.
  - Sent email to Board to obtain vote and shared with insurance.
  - Began creating flyer for raffle.
  - Spoke with **** on pending issues.
  

  6/6:
  - Confirmed assessment reimbursement with insurance.
  - Responded to homeowner Q’s.
  - Spoke with insurance on what we can do for the homeowners that have finished demo and are now just waiting. They said that the report will be in next week and we can begin roof and rebuild from there.
  - Sent assessment and responsibility letter info to each homeowner and inquired if they have an estimated completion date of their demo.
  - Spoke with Anderson insurance rep about scheduling a structural eval.
  - Spoke with *** on update.
  

  6/8:
  - Answered homeowner questions via email and phone.
  

  6/12:
  - Sent email to all homeowners that structural engineer will be there tomorrow and requested info on all current lockboxes or if they needed us to order one.
  

  6/13:
  - Spoke with **** on status update of estimate.
  - Adjuster is having issues due to not being able to Matterport all of the units.
  - Determined they will send them back out at a later date and it will just be a partial estimate at this time.
  - Answered homeowner concerns.
  

  6/15:
  - Talked with **** that estimate is about ready.
  - Sent requests to Blue Roof, Kanga, and Teasdale for roof evaluation.
  

  6/16:
  - Estimate received and began review.
  

  6/19:
  - Requested Matterports and structural report from ****.
  - Said structural report is not finished yet and will try to obtain the Matterports.
  - Inquired to Teasdale when they can be out to complete the eval.
  - Sent Teasdale building information to assist.
  - Answered homeowner questions.
  

  6/20:
  - Followed up with TF on when can come out.
  - Schedule for Thursday 8-10 am. F
  - Followed up with insurance on Matterports.
  - Answered HO questions.
  

  6/21:
  - Notified homeowners of TF coming.
  - Answered HO questions.
  

  6/22:
  - Worked with TF on access and answering questions.
  - Spoke with **** about process with TF and options.
  - Left voicemail with K & M construction.
  - Emailed with K&M on what we are looking for, they denied to bid.
  - Sent TF responsibility list. Spoke with TF on how eval went and answered questions.
  - Spoke with **** on update and homeowners issues.
  

  6/23:
  - Worked with **** to answer HO questions.
  

  6/26:
  - Received TF proposal and shared with team.
  - Drafted email to send to Board requesting approval.
  - Responded to homeowner questions.
  - Spoke with **** on phone about homeowner issues and how to address.
  

  6/27:
  - Sent draft to ***** and *** to approve.
  - Answered homeowner questions.
  

  6/28:
  - Followed up on approval of draft.
  - Spoke with **** on continued issues with homeowners.
  - Received Engineer Report regarding the structural integrity and shared with team.
  - Spoke with GC at Teasdale.
  - Going to get drone shots today.
  - Received and shared drone images.
  

  6/29:
  - Board unanimously approved Teasdale Fenton.
  - Signed and sent contract to TF.
  - Sent all homeowners the TF approval and structural report.
  - Sent update to Board.
  - Responded to homeowner questions.
  

  6/30:
  - Followed up with *******.
  - Answered homeowner questions.
  

  7/3:
  - Received from TF: “Just wanted to keep you updated on things on our end. *** has submitted for the supplement on missing items from the original scope of work, we should be hearing from the adjuster on those items.  Additionally, I’ve been back and forth with Boone County Building and Zoning regarding the permit, we can set up a call if you needed for further clarification.  I know you’ve made attempts at getting the drawings from the original builder, if they can send a pdf with that info to you, I can handle getting things printed, we may be able to use them for our permitting process. At the very least they can help if a new set of drawings need to be drafted.”
  

  7/5:
  - Called and emailed ******* for blueprints. Informed TF that still trying to get blueprints.
  

  7/10:
  - Followed up with *******, they will get the plans to me this week.
  

  7/11:
  - Spoke to **** about supplements requested from Teasdale that were not included in the original estimate, **** to send for me to review
  Answered homeowner questions.
  

  7/12:
  - Followed up with ******* on architectural plans.
  

  7/14:
  - ******* said should know Monday if they have approval to release the drawings. Updated Teasdale and inquired for an otherwise update on the permits so I can update the homeowners.
  

  7/19:
  - Followed up with *******. They said they would reach out again by the end of the week to the architectural department.
  

  7/20:
  - Requested they put a rush on this since 6 homes have sitting there open to the elements with damage spreading while we wait.
  

  7/24:
  - Followed up again with Tim C**** at ******* but also with Jason F**** to see if he could be of more assistance.
  - Spoke with TF on the County and Insurance are not allowing Teasdale Fenton to be the General Contractor for the project due to the homeowners using different vendors for the internal work and will not approve their permit. The association must be the GC and file the permit.
  - TF will still get everything ready and filled out for us to submit the permit but we must get the architectural drawings from ******* who are not being cooperative. OR they can pay to have new ones drawn up by Tri-Weh, but that will be expensive and prolong things even more.
  - Sent update to homeowners and Board.
  - Sent inquiry to TF and ***t ***d on liability possibilities with association being GC.
  

  7/25:
  - Sent GC liability inquiry to DBL as well.
  - Discussed concern via email with Board.
  

  7/26:
  - Spoke with TF and Board’s concern and what we will be doing to ensure we are acting in the best interest of the association.
  - They will have the permit draft ready next week.
  

  7/28:
  - Followed up with DBL and insurance on GC liability concern.
  

  7/31:
  - Followed up with DBL on GS liability concerns and possibility of sending a demand letter to ******* for the architectural drawings. They believe that this could open the association up to liability and believe TF just need to rework their permit request to only include what they will be overseeing and each homeowners contractor for internal work will need to file their own separate permit.
  - Called and spoke with the adjuster at ***t ***d - they confirmed this as the best option.
  - Informed TF.
  

  8/1:
  - Held Paragon Fire meeting with Vertex staff to discuss issues with obtaining the architectural drawings from *******.
  - Reached out to PVA in an attempt to retrieve them and they sent.
  - Sent these to TF to see if these are what the Building and Zoning Dept is looking for.

  Business Response

  Date: 08/04/2023

  Hello,

  We wanted to announce the new "2023 Fire & Reconstruction" webpage that has been added to the Paragon Mill website at ******************* -> Residents -> 2023 Fire & Reconstruction. 
  
  If you do not have a username setup on the Paragon Mill website, please Register on the site to gain access.
  
  Management is constantly working on the reconstruction and we wanted to create a page to share those updates with everyone. We understand that everyone wants things completed as quickly as possible and we do as well. At the same time, we must make sure that all i's are dotted and all t's crossed.
  
  On the webpage you will find two sections:
  - Detailed Timeline & Events
  - Frequently Asked Questions
  

  This Detailed Timeline & Events is a breakdown since day one of updates and efforts from your Management Team to move this process along. The FAQ's answers our most commonly received questions from homeowners. 
  
  We hope this will serve as a great ***efit to the community in reassuring everyone that things are moving along, even if behind the scenes.  
  
  If you have any questions, please let us know at ************************* 

  Customer Answer

  Date: 08/04/2023

  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,
  
  **** *** ******* ******
  

• Initial Complaint

  Date:06/12/2023

  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.

  Business will not return correspondence or reply in a timely manner. Property manager is unavailable and will not communicate with property owners. We pay for a service; I would like a reply or at least a way to get in touch with the property manager.

  Business Response

  Date: 06/13/2023

  Hello,

  Please email *********************** to communicate with your management team. If you wish to communicate with your Property Manager, please email **************************. 

  Best Regards,

• Initial Complaint

  Date:04/10/2023

  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.

  Our HOA fees are substantial and we are to get lawn care. The company started mowing last Thursday, returned Friday and today. Our front yard still has longer tufts of grass and more in the backyard. The home across the street’s grass is ridiculously long and looks horrible. Not what we are paying for!

  Business Response

  Date: 04/17/2023

  Hello,
  
  I’m sorry to hear you are having issues with your communities selected Landscape Company, ** ****. We have reached out to ** **** and have requested a meeting onsite to discuss the concerns you have brought to our attention. We will be sure to raise all the issues you have reported to us with TR Gear, the Landscape Company.
  
  Once your Property Manager meets with ** ***** they will send a communication out to the community and let everyone know of the action plan for TR Gear.
  
  If you have any other questions, please email ********************** or call ************ *** *****
  
  Best Regards,

• Initial Complaint

  Date:04/10/2023

  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.

  Vertex HOA is responsible for mowing of the grass for the individual owners as well as the common areas for the ****** ** **** ***** in ******** ****. On 4/6/2023 the grass mowing vendor (** ****) hired by Vertex was supposed to cut the grass. On Thursday 4/6/2023, the mowing vendor only cut 1/2 of my back yard. I contaced Vertex via email on 4/6/2023 informing them the grass cutting vendor skipped my back yard after I got home from work. I did not recieve a response from Vertex. I contacted Vertex again on 4/8/2023 via email and by phone (left a message, no one answered). I received no response again. I contacted Vertex yet again on 4/10/2023 via email letting know the grass had still not been cut. My grass in now over 14" tall in areas. So far no response from Vertex. Each email had pictures showing the issue. Those pictures are what I have shown as part of this complaint. Our HOA montly fees covers grass cutting. I am not receiving that service which I am paying for. Vertex simply is not doing their job. They do not respond and you cannot get a hold of them via the phone. I simply want my grass cut so my yard is usable. I am only asking to receive the service I am paying for.

  Business Response

  Date: 04/17/2023

  Hello,
  
  I’m sorry to hear you are having issues with your communities selected Landscape Company, ** ****. We have reached out to ** **** and have requested a meeting onsite to discuss the concerns you have brought to our attention. We will be sure to raise all the issues you have reported to us with ** ****, the Landscape Company.
  
  Once your Property Manager meets with ** ****, they will send a communication out to the community and let everyone know of the action plan for ** ****.
  
  If you have any other questions, please email *********@vertexpg.com or call 859-491-5711 ex: ****.
  
  Best Regards,

  Customer Answer

  Date: 04/17/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  On 3/20/2023 Vertex communicated to the ****** ** **** ***** the mowing schedule to be on Thursdays
  Thursday 3/23/23 – ** **** did not show up – no mowing service happened that week
  Thursday 3/30/23 – ** **** did not show up – no mowing service happened that week
  Thursday 4/6/23 – ** **** finally show up but took multiple days to finish. As part of that mowing my backyard did not get mowed
  Wednesday – 4/12/23 – ** **** never came back to complete the job and I ended up mowing my own grass as it was 22" tall. 

  Vertex is responsible for the management of the contracts. In this case it is ** **** for lawncare maintenance. ** **** failed to provide the mowing service to my property. Vertex failed to manage the vendor as the vendor did not meet their contractual obligation and to go back out to my property to finish the job they are getting paid to do. I ended up having to cut my own grass and do my own lawncare maintenance. I have a video security system with 7 outdoor cameras and a DVR. I have video proof the 1) ** **** did not do the job and never attempted to come back out to resolve the problem, 2) The I end up having to cut the grass. 

  Vertex simply not addressing the issue and just waiting for the vendor to come back during its next scheduled mowing service is not acceptable. There are 2 problem with this: 1) Vertex allowed the vendor simply not do the job yet still pay them. As the management company they should not be paying the vendor for a service that was not provided.  2) I paid $162.50 for that month and did not receive any service for that money. There is a $450 annual fee which divided by 12 months is $37.50/month and there is the $125 monthly for a total of $162.50 for the month I did not receive any service. Even if the vendor starts doing the job now, I have already paid for a service I did not receive. This is fraud. The only way to resolve this issue is to refund the $162.50 which I paid but did not receive the service for. 

  
  Regards,
  
  ****** **********
  

  Business Response

  Date: 04/27/2023

  Hello,
  
  We are sorry to hear you are dissatisfied with the landscaping vendor ** ****. We share in your dissatisfaction of the landscape vendor ** ****** work. We are happy to announce we have received Board approval to firer ** **** and bring in a new landscape company. We needed Board approval to fire ** ****, as we do not have the power to firer/hirer community vendors, that power rests if your Board of Directors.
  
  Additionally, the community has been withholding payments from ** **** due to their poor performance. We are currently interviewing new landscape companies as we speak, and we hope for the Board of Directors to select a new company very soon and have them start right away.
  
  We share in your disappointment of the landscape vendor and now that we have Board approval, we are actively working on bring in a new landscape company ASAP. We will continue to provide the community with updates throughout this process as a new landscape company is selected.
  
  For update, please email *********@vertexpg.com or call ###-###-#### ex ****.
  
  Best,

  Business Response

  Date: 04/28/2023

  Hello,

  According to your governing documents, Assessments are due from all properties in the community and can NOT be waived, even by the Board of Directors. At the end of each fiscal year, if there is any surplus of funds, your Board of Directors gets to decide what to do with those funds, not Vertex. Your Board of Directors may elect to move those funds into the reserve account, apply a credit to next year's homeowner assessment, or any other decision they see as fiscally responsible for the community. This decision rests in the sole hands of the Board of Directors for *********. Vertex has no authority or power to issue any refunds, as Vertex is only a hirer vendor for the community. 

  You must petition the Board of Directors for ********* for your request.

  Best Regards,

  Customer Answer

  Date: 05/04/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  I paid for a service I did not receive. Vertex is paid to manage the situation as they are the management company for the HOA. Vertex failed to manage the situation despite repeated phone calls and emails from me about the problem including photos showing the issue. Vertex failed to make the vendor come out and provide the service which my HOA fees paid for. Vertex has the ability to withhold payment from the vendor until the service is provided and did not do this. As the management company for the HOA, Vertex took my money and allowed payment to be paid to the vendor for a service not provided. This is unlawful and is legally known as fraud. 

  I am not asking for my HOA fee to be waived. I paid my HOA fee. I am asking for $162.50 for the service I paid for and did not receive. This money could of been withheld from the vendor as they did not provide the service. The $162.50 is fair request as I did not ask for the money I spent to buy a lawnmower or labor required to cut the grass that the vendor fail to cut. 
  
  Regards,
  
  ****** **********
  

  Business Response

  Date: 05/09/2023

  Hello,

  Like we mentioned in the previous email, you must make this request from the Board of Directors for ********* Homeowners Association Inc. When you pay your monthly payment, you do NOT pay Vertex. You pay your community, ********* Homeowners Association Inc, that money is housed in your communities bank account, NOT Vertex's. Vertex does NOT have permission to release funds from the communities bank account without Board approval. 

  What you are asking of Vertex is illegal and can not be done. You must petition the Board of Directors for your community (********* Homeowners Association Inc) for a refund and it's up to your Board of Directors, NOT Vertex. 

  Vertex is a hired independent 3rd party company and Vertex does NOT have your funds. Please follow the process mentioned above and petition the correct company, which is ********* Homeowners Association Inc. Attached is the **** Business Certificate for ********* Homeowners Association Inc, a incorporated non-profit company in Ohio. That is the company you pay your funds to and that is the company you must petition.

  Customer Answer

  Date: 05/16/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.

  Vertex failed to manage the situation and resolve the issue. Vertex is hired and paid to do that management. Vertex simply ignored the problem and did not require the vendor they are hired to manage to resolve the problem. I paid for a service I did not received. I am not asking for funds to be removed from the HOA and paid to me. I am asking to be compensated by Vertex for my loss due to Vertex failing to manage the problem that they were paid to manage. Vertex's failure to manage to issue caused my loss.

  
  Regards,
  
  ****** **********
  

  Business Response

  Date: 05/19/2023

  As stated in the previous messages, you must petition the Board of Directors for a refund. You did not issue any payments to Vertex Professional Group so there is nothing we can refund to you. Attached is a blank petition document you can use to submit your request to the Board of Directors for ********* Homeowners Association Inc.

  Customer Answer

  Date: 05/22/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint.  For your reference, reasons for rejection are included below.
  

  Requesting a refund from the Board of Directors from the Home Owners Association (HOA) is the not the correct course of action in this case. The Home Owners Association is not at fault and asking money from them only hurts the home owners who input funds into the HOA. The issue at hand is Vertex is paid by the HOA to manage the landscaping company to provide the services as specified in the contract for that service. The issue is that VERTEX, not the HOA failed to manage the landscaping vendor. VERTEX failed to manage the Landscape vendor, for which they are paid for from the HOA,  for many weeks resulting in myself having to go buy a lawn mower and cutting my own grass. The expense I incurred are a direct result of VERTEX's failure to manage the issue. VERTEX is at fault in this case, not the HOA. Vertex needs to own up to their failure. 
  

  Regards,
  
  ****** **********
  

  Business Response

  Date: 05/24/2023

  As stated in the previous messages, you must petition the Board of Directors for a refund. You did not issue any payments to Vertex Professional Group so there is nothing we can refund to you. Attached is a blank petition document you can use to submit your request to the Board of Directors for ********* Homeowners Association Inc.

• 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.