Vertex Professional Group
reviews and complaints

We are sorry to hear of your dissatisfaction. We always strive for top-notch customer service here at Vertex Professional Group.

We do want to provide some additional facts about the current situation to help explain the resolution:
- You originally reserved the Clubhouse for March 30th, 2022. It seems you selected the wrong date when first reserving the clubhouse.
- You then contacted us on February 18th, 2022 in regards to you wanting to rent the Clubhouse on February 20th, 2022, 2 days later. This is when the mistake was realized that you had originally picked the wrong date for your reservation.
- Once you contacted us on February 20th, we got with the Clubhouse Coordinator right away and made a special exception so you could have the clubhouse rented for your special day, even though it was only a 2-day notice.
- Everything got resolved and we were happy that you were able to have your desired rental date.
- After your rental on February 20th ,2022, we had to wait on the Clubhouse Coordinate to check the venue and make sure everything was in proper order to return your deposit.
- We received confirmation from the Clubhouse Coordinate a few days later and mailed your deposit check back to you on Monday, February 28th, 2022.

As stated in your community rules and policies for renting the clubhouse: The deposit amount is refundable pending inspection of the Wheelhouse after the rental. Once we receive the "okay" confirmation from the Clubhouse Coordinator, we will either shred/destroy the deposit check or mail the deposit check back to the homeowner within 10-business days. In this specific case, we mailed the deposit check back to you within 6 business days from your rental.

We also checked through our records and are unsure of where any of your phone calls or contact with us were not returned. We record all phone calls into our office, and sadly we were not able to locate any calls from you that were not returned. Still, we do apologize if any communication was missed. If you ever feel in the future that any of your communication with us is not being received by your management team, you are more than welcome to call: (859) 491-5711 or email: help@vertexpg.com. All phone calls and emails are recorded for quality assurance.

You should receive your returned deposit check within a few days of February 28th. If you have any other issues or problems, please contact us directly right away. Thank you again!.

Regards,
Vertex Professional Group

Hello,
We are sorry to hear of any issues. We have waived all late fees on the account and the account currently is at a $0 balance. Nothing is owed at this time. We are sorry for any inconvenience.
Best Regards,
Vertex Professional Group

I'm sorry for any frustrations you might have had over this issue. We want to help in any way possible while also adhering to the community governing rules and regulations for your community. Sadly, we are also bound by those governing rules and regulations as they prescribe how your community should be run and operated. The good news is that we are able to make a one-time exception.

We have details of the issue listed below for reference and have also placed two $25 refund checks in the mail for you.

***-
-You purchased your home on 2/11/19. You were charged an assessment on 7/1/19, but paid on 8/8/19. Because this was not paid by 7/15/19, per the community collection policy, you were charged a $25 late fee.
-You were charged an assessment on 1/1/20 and paid on 3/4/20. You were charged 2 late fees totaling $50 (1/16/20 and 2/16/20). These 2 late fees were waived per approval of the Board of Directors.
-We will provide a one-time courtesy and refund the $25 late fee that you paid on 5/4/20.
*** Rec-
- You purchased your home on 2/11/19. You were not charged an assessment until 1/1/20 for this account. You paid on 3/4/20 therefore were charged 2 late fees totaling $50 (1/16/20 and 2/16/20). One of these late fees was removed per approval of the Board of Directors.
-We will provide a one-time courtesy and refund the $25 late fee that you paid on 5/4/20.
***, the total amount refunded to you will be $50, rather than the $75 mentioned in your complaint because $50 is the total late fee amount that you paid. Please make note that *** has a semi-annual assessment due January 1st and July 1st of every year. *** Rec has an Annual assessment due January 1st of each year. Statements are sent the month prior to the assessment being due.
Again, we are sorry for any frustrations in this matter but we were only trying to uphold your communities governing rules and regulations. Please reach out to us directly at anytime if you have any questions or need assistance on anything.
Thanks,
Vertex Professional Group Management Team

We apologize in the delay that you received in trying to resolve this issue. Your accounts are now corrected. The original issue occurred due to your property having multiple accounts but you were making all of the payments to just one account. It appears that has been corrected on your behalf and you should not receive further delinquent notices for this issue. Also, payments go to our third party bank processing center. Any correspondence that is sent in with them is not read by them but rather sent to our office, but unfortunately the check would have automatically been processed. In the future we advise if there is an issue with your account that needs addressed, please contact our office prior to making a payment so that the check doesn't get cashed if you don't want it to be. Again, we apologize in the delay that you received.
Thanks,
Vertex Professional Group Management