ComplaintsforPrecision Property Pros

• Initial Complaint

  04/14/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  In the Summer of 2021 we hired Precision Property Pros through American Sale's list of contractors for a semi-in-ground pool install. As you will read through the attached emails and pictures, the labor and material has been an issue from the start. We are going almost 3 years from the initial install and have yet to enjoy the pool for a full summer due to the ongoing issues with the retaining wall and loose pavers around the pool. I have young children and their safety has been a concern for me due to the poor construction of the wall/pavers. The contractor has blamed former employees, as well as defective sand/materials for the ongoing issues. He has hired different teams who have came out to repair on more than 8 separate occasions. Last summer (2023), he once again admitted that the labor/install was poorly done. So they demolished it completely and started all over again to build the wall and patio. Sand began to lift, loosening the pavers once again, and the wall has started to shift/lean. I had 3 other experts come out last year who questioned the integrity of the newly reconstructed wall/patio. I reached out to the contractor (*********************) and forwarded those opinions as well as their quotes to fix it properly. This was back in October 2023. I have emailed, call, and text messaged him on several occasions with no success. I continue to try and reach him but he continues to ignore me. Your help in getting him to cooperate is greatly appreciated to avoid any costly litigation.

  

  Business response

  05/09/2024

  Precision Property Pros has made numerous attempts to satisfy the customer.  In the Summer of 2021, the customer hired ********************** to install an 18 round semi inground pool with a paver patio and retaining wall.  In the Fall of 2021, the customer notified us of some settling pavers and loose polymeric sand.  Precision Property Pros stands behind their work, therefore, they scheduled a site visit to review the customer's concerns.  ********************** notified the customer that it is a possibility for pavers to settle. Upon Precision Property Pros onsite assessment, Precision Property Pros agreed that the paver patio did settle, therefore, we scheduled a work order to re-establish the base and re-install the pavers within the concerning areas that have settled. At this time, we addressed the polymeric sand concerns as well by adding polymeric sand in areas that required it and removed some in areas that had too much.  The customer had an additional request, which was to install silicone near the waters edge of the pool, which Precision Property Pros completed this request at no cost to the customer.  Upon completion of this work order, the customer was satisfied.

  In the Spring of 2022, the customer contacted ********************** again regarding some settling pavers, which caused the polymeric sand to recede.  As previously explained to the customer, ********************** allows for one winter season for the paver base to compact, therefore, we scheduled another work order and addressed the customer's settling pavers and added more polymeric sand.  ***** services were completed at no cost to the customer.  Upon completion of this work order, the customer was satisfied.

  In the Spring of 2023, the customer contacted ********************** for a third time regarding his concerns with his retaining wall and paver patio.  Precision Property Pros scheduled a site visit to assess the customers concerns.  As the industry continues to evolve, new products and processes come to market.  Certain base materials that were our standard operating procedures at the time of the customers initial installation were no longer our standard.  Precision Property Pros cannot control the weather and climate, which are uncontrollable factors when there is a concern regarding pavers shifting/settling, walls shifting/settling, and/or concrete cracking for that matter, therefore, a one year labor warranty is included in our installs.  Even though the customers project was no longer covered under warranty, Precision Property Pros deemed the repairs to be warrantable; as our standard operating procedure has changed.  Precision Property Pros proposed to remove the entire paver patio and retaining wall around the pool, remove and haul away all of the previous industry standard base materials, and rebuild the paver patio and retaining wall with new industry standard base materials.  This newly implemented process is an upgrade, but no costs were incurred by the customer.  ********************** completed this upgrade and no costs were charged to the customer. This process and base upgrade would make the customers patio to be fully permeable. We also upgraded the polymeric sand to a fully permeable polymeric sand as a courtesy.  Upon completion, lawn repair services were completed by Precision Property Pros at no cost to customer; leaving his ********************** in a presentable/usable manner.  At this time, the customer was satisfied with the complete rebuild and upgraded base materials project.

  In the Fall of 2023, ************** contacted Precision Property Pros for a fourth time regarding some additional concerns.  As previously stated, Precision Property Pros stands behind their work, therefore, another site visit was conducted.  The customer was not convinced that his polymeric sand was correct.  The customer stated that they were going to contact different contractors to get a second opinion.  A few weeks later, he sent estimates for a complete rebuild of his retaining wall.  This was not what was discussed during our site visit.  The polymeric sand was his concern.

  In conclusion, Precision Property Pros has gone above and beyond the original agreed upon scope of work by upgrading the customer with an updated process for no cost.  Precision Property Pros prides themselves on customer satisfaction, creating a well built and safe product, and creating a space for our customers to enjoy with their family and friends. We are sadden to hear that the customer is unhappy with their finished product, but Precision Property Pros has exhausted all efforts to satisfy the customer and will no longer comply with their unwarrantable requests.  Precision Property Pros has completed many requests by the customer on numerous occasions.  ********************** is completed with this customers project.
  

  
  

  Customer response

  05/10/2024

   
  Complaint: 21574001
  
  I am rejecting this response because: Precision Pros is not accepting responsibility for the poor labor and multiple attempts to correct the problem. Per the emails I had initially attached, the contractor (******) acknowledged bad hiring practices and training of his staff. In his emails, he also acknowledged that I was not the only customer affected by these bad practices. He states, "As discussed last year, the employee that was running my hardscape division is no longer an employee of Precision Property Pros.  Unfortunately, similar issues have been brought to our attention from other customers from installs that were completed in the year 2021." I also have voicemails saved from ****** in which he references, "proposed corrections" to be made. So if everything was completed to industry standards, why would he need to make corrections (unless something went wrong or mistakes were made).  In addition, he also referenced in his email, "We stand behind our work and we will be re-constructing your retaining wall, paver patio, and the base that the wall sits on with our newly trained employees and systems." Again, he notes the issues with his poorly trained staff and therefore needed a newly trained staff to correct the problems. As for the polymeric sand issue, I have text messages from ****** in which he states, "we will be back on Thursday to properly install the polymeric sand." So again, he acknowledges the need to "properly install" the materials. I have several communications where ****** is accepting responsibility and liability for the multiple failed attempts to correct the issues. So it does surprise me to see their response and failure to accept responsibility with the BBB involved. I'm more than happy to share all the emails, text messages, and voicemails with the BBB to further investigate this matter. 
  
  Sincerely,
  
  *******************

  

  Business response

  05/30/2024

  Precision Property Pros acknowledges receipt of Mr. ****** reply.  ************** adds nothing new in his reply and has not made any request of my company, merely requests that BBB further investigate this matter.  He had previously requested that the BBB get me to cooperate or repair; replace; refund.   As previously outlined, Precision Property Pros has gone above and beyond the requirements of their contract and warranty; giving free upgrades and installing additional materials, all in an effort to satisfy **************.  At this point, it is unclear what ************** is requesting and I do not know whether ************** will ever be satisfied.

  Customer response

  06/01/2024

   
  Complaint: 21574001
  
  I am rejecting this response because: As you will read from the email and text exchange documents I've attached, ****** acknowledged the issues with the sand replacement that his team could not complete correctly. Therefore the agreement was for me to obtain estimates from other companies that would be able to complete the job correctly. Once I learned from these companies that the issues were more than just replacing the sand, I became concerned again because they pointed out that the wall was shifting in two areas. Once I informed ****** that the issues are more than just sand replacement, he stopped communicating as of October 14th, 2023. In addition, if he insistent that the quality/labor was completed correctly, why would he have agreed for me to obtain other estimates?
  
  Sincerely,
  
  *******************

  

  Business response

  06/10/2024

  Precision Property Pros acknowledges receipt of Mr. ****** reply.  ************** was satisfied with the completed reconstruction and upgrades that were completed by Precision Property Pros in the Spring of 2023.  In the Fall of 2023, ************** had contacted Precision Property Pros with concerns regarding his polymeric sand.  He stated that he would be getting a second opinion and he would be retaining estimates from other contractors to replace his polymeric sand.  ************** then proceeded to email Precision Property Pros estimates from other contractors to reconstruct the area that had already been reconstructed by Precision Property Pros in the Spring of 2023.  Precision Property Pros responded to Mr. ****** email.  Precision Property Pros was willing to work with ************** to retain a satisfied customer.  ************** Mr. ****** requests were not reasonable. As previously outlined, Precision Property Pros has gone above and beyond the requirements of their contract and warranty; giving free upgrades and installing additional materials, all in an effort to satisfy **************.  At this point, it is unclear what ************** is requesting and I do not know whether ************** will ever be satisfied.

  Customer response

  06/11/2024

   
  Complaint: 21574001
  
  I am rejecting this response because: I have already provided and attached documented evidence of the lack of follow up and response from ******. It's hard to be satisfied when there are numerous repeated mistakes. The fact that the job was not completed correctly in the summer of 2021 (for me and other customers he admitted to) had nothing to do with my level of satisfaction. It had to do with his negligence in training/hiring quality workers that knew the job.  His crew came back out the following year spring/summer (2022) and once again took shortcuts and band-aid remedies to correct their mistakes knowing this wasn't a long term solution. So he and his team come back again in 2023 to re-do their mess and try again to rebuild the retaining wall. Unfortunately it began to shift again and loosen the sand to keep the pavers secure. We agreed on getting other estimates to correct what he called issues with the polymeric sand. I was not prepared to hear from these other experts that the wall was shifting in two areas that would not last. I'm not the expert so I forwarded those opinions and estimates to ******. Rather than call me to discuss he preferred to ignore me since the costs were now more than what he expected. If he didn't agree or believe those opinions, why wouldn't he call me to discuss or come to the house to refute those opinions and assure me the wall was stable? Instead, he chose to ignore me because what he thought were sand issues was likely a more serious problem that would require additional costs on his end. 
  
  Sincerely,
  
  *******************

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