ComplaintsforPrecision Property Management

• Initial Complaint

  04/12/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Transaction Date Monday April 8, 2024 ********* services including laying a small amount of sod and planting impatiens flowers. All work to the front yard of our home.The estimate of the work we agreed to and the end result were two very different things. Total project as estimated was (********) We paid a 50% deposit to ensure the project would be scheduled. The balance to be paid on completion and our satisfaction. The company left us a voice mail to ask if we were satisfied. We both work until 5;00 and could not return that call until after 5:00. Their office closes at 4:00 each day. The company processed the balance due on our debit card without our knowledge or authorization and without knowing if we were satisfied. We asked that a rep from the company conduct a site visit with us to discuss what was done and to convey our dissatisfaction with the end result. We were told that "a site visit isn't going to happen". We were also told that it was their "company policy" to keep the information from the 50% deposit and use that information to compete the balance due transaction whether or not they talked to us or knew whether or not we were satisfied with the work. Since they have our money and refuse to discuss our dissatisfaction and reach a compromise we have no recourse.They have not physical address listed on their estimate nor their website. They are not rated or accredited by the BBB. We can find not information, online, about this company or who might own it or where their office might be.

  Business response

  04/18/2024

  Dear ***** & *****,
  
  Thank you for reaching out through the Better Business Bureau. We appreciate this opportunity to clarify the concerns raised regarding our landscaping services at your property.
  
  Satisfaction and Communication Efforts: Upon completion of the landscaping project, our team personally engaged in a discussion with ***** to ensure the work performed met your expectations as outlined in the initial quote. During this conversation, all aspects of the project were reviewed, and satisfaction was confirmed on-site. Following this, our office left a follow-up voicemail and we had multiple phone conversations. These communications focused specifically on addressing your concerns about the pricing, as no issues were raised regarding the quality of the work done.
  
  Billing Policy: It is important to note that our standard billing practice, which includes charging the balance upon completion, is a policy that was authorized at the time of quote approval. This practice is standard across our industry and ensures that our operations run smoothly and efficiently, allowing us to deliver the best possible service to our clients.
  
  Pricing Concerns: We recognize that your concerns have centered on the cost of specific elements of the project. The pricing details were part of the original agreement, outlined and accepted upon the payment of the deposit. Our pricing reflects the high quality of materials and labor provided, ensuring lasting value for our clients. However, we are committed to addressing any misgivings you may have about the cost and are more than willing to discuss this further to reach a satisfactory resolution.
  
  Resolution Commitment: Our goal is to ensure that all our clients are completely satisfied with both the quality of our work and the clarity of our communications. We regret any misunderstandings and are keen on resolving any residual concerns you might have.
  
  Attached to this official response, you will find a copy of the signed quote, after-job completion photos, and our last email correspondence which unfortunately did not receive a response. We hope these documents will aid in clarifying the specifics of the services delivered and our follow-up efforts.
  
  Please do not hesitate to reach out to continue our discussion. We are here to help and want to ensure that you feel valued and satisfied with the resolution of this matter.
  
  Thank you for your feedback and for allowing us the chance to address these issues. We look forward to speaking with you soon and hope to restore your full confidence in our services.
  
  

  Customer response

  04/23/2024

   
  Complaint: 21563021
  
  I am rejecting this response because:

  I would like to address Precision Property Managements (PPM) response to my Better Business Bureau complaint as it contains quite a few drastic inaccuracies. There are also other details of the story that they fail to mention.
  
  Satisfaction and communication efforts: In their response, PPM claims that their team personally engaged in a discussion with ***** to ensure the work performed met your expectations as outlined in the initial quote. This simply did not happen. ***** had a conversation with the workers around 3:30pm to ask them if they were almost done and to inform them that he would not be available for the rest of the afternoon. As such, the statement by PPM that During this conversation, all aspects of the project were reviewed, and satisfaction was confirmed on-site is simply not true because this discussion never happened.
  
  When the workers arrived the day of the job (April 8,2024), there was no supervisory staff member of PPM with them, and they were not familiar with the details of the job. This immediately put my husband in the uncomfortable position of being the "project manager" on the job. So, ***** told them the basic concept of the project but encouraged the workers to contact their office for any specific direction about the work. ***** explained to them that he simply did not know all the details that had been discussed between his wife and **** (and/or *****.)
  
  During the early afternoon, the workers once again asked ***** for direction,this time regarding the placement of the flowers that were part of the project.***** said they should check with their office since he did not know what the prior discussions had been about that, but the workers pressed ***** for a decision. So, after directing them where to put the flowers, he told the workers that this is probably wrong and once again asked them to check with their office before they completed the installation of the flowers.  There had been maps drawn and agreed upon.  Clearly, the workers did not have this information  as it included removing a plant from the front bed which was not removed.
  
  Billing policy: It is unclear to me why a company would have a policy to automatically charge a debit card when they were not expressly authorized to do so and the client has not signed off on the project. While the office manager,********, left each of us a voicemail at approx. 3:40 pm on the day the project started and completed, her voice mail only indicated that she was calling to make sure we were happy with the project.  There was no mention of collecting the balance due or informing us that they were going to make a charge to my debit card.  Their office closes at 4:00 (20 mins after they left a VM) each day. We work until 5:00 so there was not an opportunity to call them back that day.  They could have easily waited until the next morning to confirm our satisfaction and to ask for authorization to process a charge for the balance due.  They chose to proceed without a confirmation of satisfaction or authorization to collect the balance due, not to mention the fact that perhaps we had another account of form of payment we were planning to use for the balance due.  Again, we never had a chance to select the method of payment for the balance due.  Being that they had a "debt" card they took money straight out of my checking account without my authorization.  This is commonly known as "theft".
  
  Being paid, there was no remaining incentive for PPM to do anything further related to this job. Also, note that we were never sent any kind of receipt for the final charges that they ran. Their billing policy is designed to get themselves paid and has nothing to do with having satisfied customers.
  
  Pricing policy: PPM charged us for 200 square feet of sod and installed approximately ******* square feet. PPM also charged us $500 for ***** small impatient/sun patient plants that retail at a local nursery for $2.99 each.When asked why they were charging us $10 - $11 per plant they claimed that they had to pick them up from their supplier and there was a cost to that. Later ***** also said that the plant budget included installation cost, which was not specifically spelled out in the proposal.
  
  Resolution Commitment: When asked how they could resolve this situation, we had asked that the project supervisor (****) come out to our property and walk-though the project with us so we could determine jointly if the job had been completed as discussed. ***** said that there was no way that was going to happen. The second thing we asked toward resolution was a discount on the $500 plant budget due to the over 300% markup over retail. This request was ignored, and ***** rambled on about company policy and other "hidden pick up" and "installation" costs that were not mentioned or itemized on their estimate. 
  
  We had hired PPM to do our regular Lawn Maintenance in December of 2023. After the experience with this project, we did not want to work with this company anymore and did not want them to have access to any of our credit card information, so we fired them and asked them for a refund for the remaining half month of April (that had already been paid.) So far, we have yet to see this money returned by PPM nor any acknowledgement from them that they are returning approximately $75 they owe us for the balance of April (again paid in advance) at the beginning of the month.
  
  ************ is clearly not interested in our satisfaction with their work or reaching a resolution.  Each time we offered a solution to the impasse we were told "no" "not happening".
  
  Better Business Bureau, please save others from being scammed and mistreated as we were. 
  
  Reply
  
  
  Sincerely,
  
  ***********************
  

  Business response

  05/04/2024

  
  
  
  Dear ***********************,
  
  
  Thank you for your continued dialogue and for detailing your concerns. We aim to address each point to clarify our policies and actions.
  
  
  Communication and On-Site Management: It is customary for our field teams to execute projects based on pre-approved plans. When specific instructions such as annual flower placement are not detailed, our practice is to consult with the homeowner. We regret any misunderstanding that led to the perception that ***** was overseeing the project. Our team operated under the guidance of the specifications provided, and any deviation perceived was not communicated during the initial engagement.
  
  Billing Policy and Authorization: Our billing procedures, including the authorization to process the payment upon completion, are communicated at the outset of our service agreement and were authorized with the acceptance of the quote. The final charge was processed as standard practice, outlined in our agreement. The courtesy call from our office manager was intended to ensure satisfaction and not as a request for payment authorization.
  
  
  Pricing Concerns and Post-Payment Engagement: We acknowledge the concerns regarding the pricing and the post-payment services. The pricing for the sod and plants included not only the materials but also transportation, handling, and installation, and was part of the initial agreement. If there remains any confusion over the details, we are more than willing to review these with you. Our commitment to customer satisfaction extends beyond the completion of payment, and we are open to discussing any outstanding issues to ensure clarity and satisfaction.
  
  
  Service Agreement and Refund Request: Regarding your request for a refund for the unused portion of the lawn maintenance service, while our policy typically does not accommodate refunds for partially used services. ******************* is a monthly payment that is not allocated to individual services but rather supports a comprehensive maintenance plan over the year. Due to the nature of landscaping work, our deposits and pre-payments are non-refundable.
  
  
  We value your feedback and are committed to resolving any remaining issues to your satisfaction. Please feel free to reach out directly to discuss how we can further address your concerns or if there is anything more we can clarify or adjust to improve your experience with our services.
  
  
  Thank you for bringing these issues to our attention. We are committed to rectifying any dissatisfaction and ensuring a positive outcome.

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