ComplaintsforUnlimited Property Solutions

• Initial Complaint

  10/11/2023

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  March ************************************** my yard. September 2022 the retention wall collapsed in one spot. September 2023 the retention wall collapsed in a different spot. I called to get an idea of what to do. They sent **** out to see the issue himself. I never get a call about it. I call, they say theyll get back to me. A week later I call again. They say they never installed a retention wall in my yard and they installed a decorative wall. The lady on the phone said the wall was never meant to last and would fall completely at some point. My emails and invoices all say retention wall. My email conversations about what I needed all say retention wall because we are on a slope. *** now reached out to the owner and the office again and have no responses. 2 different landscapers and builders have said this wall was never built properly and was never going to last.

  Customer response

  10/11/2023

  I never got a physical paper. Everything was through email. 

  Business response

  11/22/2023

  We never received any information regarding this complaint until an email on Monday 11/13. We usually get a letter in the mail.  This customer contacted us directly and we repaired her wall. 

• Initial Complaint

  11/08/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I contracted with Unlimited Properties Solutions ***** to construct a 10' x 13' screen enclosure on my existing tiled patio on August 25, 2022. I paid a $1,000 deposit.On October ****************************************************************************************************************** that "he had it". He said he was going to the *** office to tell them that the work could begin on the footers for the enclosure. I found out on October **************************************** and did NOT "have it", the permit. *** would not begin the installation of the footers. I canceled the project based on the complete lack of progress on the project from August 25th to October 19th and the loss of confidence that I could trust both *** and their subcontractor to complete the project satisfactorily. Since I had no evidence that anything had been done on the project I requested a full refund of my $1,000 deposit. I was informed, for the first time, that the deposit was split, $500 for the engineering drawings and permit and $500 for *** to install the footers. I told *** that if the subcontractor had engineering drawings that I considered the drawings to be my property. *** informed me that they would not refund my deposit.

  Business response

  11/26/2022

  Regardless of what the project entails, it is our policy to advise all customers of the lead times associated with their projects and that their deposit is nonrefundable. The deposit collected is for a number of things such as site visits, engineered drawings, permits, ordering supplies, and administrative fees. On the rare occasion that someone needs to cancel their project, there are also restocking fees associated with returning the supplies to their manufacturers.
  
  In the case of a screen enclosure, the time it takes for the engineered drawings and permitting process are out of our hands and can sometimes be 6 months or more. The process requires patience on all of our parts. Unfortunately, you requested that we cancel your project after only 7 weeks. Even after being reminded that your deposit is nonrefundable, you still requested to cancel.
  
  We take our reputation very seriously and have completed numerous enclosures with no complaints.
  

  Customer response

  11/29/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  There is nothing in this response addressing the simple fact that the subcontractor hired by Unlimited Property Solutions LIED to me here at my house. He clearly and repeatedly said that he had the permits and that work on the footers could start the next day.
  
  After that statement he went to Unlimited Property Solutions office and informed them of the same thing. Unlimited Property Solutions employee, ***, asked for the permit and only then found out that the subcontractor did not have the permit and he was trying to get Unlimited Property Solutions to begin the job without the proper permits. This would also have violated my HOA rules about commencing any job without proper permits.
  
  Lying to customers is not a good business practice and certainly not a good practice for company that "take our reputation very seriously"
  
  I would ask Unlimited Property Solutions to reconsider refunding my downpayment.

  Customer response

  12/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  Unlimited Property Solutions presented no information that the expended any resources to pre-order material or other expenses to warrant saying that they should keep my deposit.
  
  They do say that they have no reason to lie to their customers yet they did so to me in their responses. I was not told before I cancelled the project that my deposit was non-refundable. I was not told until my contact talked to you several days later that you, and only you, decided that my deposit was non-refundable. I did not see that the document that I signed contained such language not was there any communications to that effect when I came to your office to bring the check and contract.
  
  Your reputation may be very important to you but I do not believe you. You in effect stole my $1,000.

  Business response

  12/09/2022

  We have no reason to lie to our customers. We do everything we can to set realistic expectations, especially regarding time lines. It would not further our position and it doesn't agree with logic to lie about that.
  
  Our screen enclosure installer does not advise customers regarding their permit status. Nor does he know when we will schedule the installation of the footer. This is a 3 day process that we schedule according to our availability. Just like the work we've previously done for you, all communication is directly from our office to our customers.
  
  What was said was that "They have everything they need" So, while he was referring to the permitting department, if you interpreted it differently, we apologize for the misunderstanding. We've already discussed this with you and did not include this in our initial response because it is immaterial to your request for a refund of your deposit.
  
  The facts remain that you chose to cancel your project and were advised your deposit would not be refunded. You had every opportunity to continue to move forward and chose not to do so.
  

  Business response

  12/27/2022

  Most of our discussions concerning this project were at our office or by phone. Upon your request to cancel, We emailed you to confirm what we discussed: that the deposit will be nonrefundable, the drawings nontransferable, and that we will cancel the permits. That was on 10/20/2022. At that point we cancelled the project for you, per your request.
  

  Customer response

  01/04/2023

  (The consumer indicated he/she DID NOT accept the response from the business.)
  It is obvious that the company is willing to continue to deny the facts of this case in order to keep my $1,000.
  
  I will have to investigate my alternatives.
  
  

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