ComplaintsforPunchlist USA Inc.

• Initial Complaint

  06/13/2024

  Complaint Type:

  Customer Service Issues

  Status:

  Unanswered

  More info

  PunchlistUSA, now known as Bosscat, sent contractors to my house to do some repairs at a time that I had not been contacted about nor agreed to. The supervisor said that they were going to do work until their "other job" was assigned. I had a conflict with already having to coordinate cleaners of the house since we had just recently moved in. They were limited on the work due to the cleaners. They were only supposed to do the outside work and work in the basement. I'm willing to pay for the work done but they are trying to charge me for work that was not done.

• Initial Complaint

  07/28/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I hired this company to fix repairs in my home. Not knowing any better, I accepted the quote. A fast talking salesman named Jimmie Y****, was sent to my home to review the estimate. Workers also started working outside to repair the external spiggot even before I had given the final approval to begin the work! The salesman left and another worker enter my house to remove 3 GFCIs in my kitchen. I had politely asked the worker who was removing the GFCIs to my home if he had a list of items that he was instructed to complete within my home. The worker showed me the list on his phone, which was apparently text to him from Mr. Y****. There were discrepancies on the list regarding items that I had approved of. Some approved items were missing! I had asked the worker to cease work on the house and requested that they leave my home but that I would be willing to see them the following day. I needed to consult with family members first before proceeding. 3 GFCIs were taken out, but no additional work was complete. The following day Jimmie Y**** called me. He claimed that I the sub-contracting company submitted an invoice of work done. He stated that he had evidence of the submitted invoice and that I owed Bosscat for completed work. He also stated that he needed to come to my home to review the work done. I told him that no work was completed and that I was very unhappy. To follow-up with my concerns, I called the owner of the sub-contract company that Bosscat used. The owner stated that he declined the work once I asked them to leave. The sub-contractor stated that no invoice was even submitted to Pushpin/ Bosscat. Since then, I found another plumber and electrician to do the work. However even now, I continue to receive phone calls and emails to my place of employment from Bosscat / Punchlist USA regarding open claims and money owed, even though the company has deleted my account. Thank God I forwarded that estimate to a family. There is proof of deceit!

  Business response

  08/01/2023

  On July 14th, BOSSCAT received job approval from Ms. Francis for $3436. On July 26th, our field Manager met with the customer at her home to review the approved work and ensure that everyone involved was on the same page regarding the work to be done. During the appointment, our Pro attempted to replace the hose bib, but the pipe was corroded and the hose bib snapped off. Our field manager discussed this with Ms. Francis and submitted a change order request, which the customer approved on the same day. Later that day, the Pro encountered electrical issues and informed Ms. Francis and field manager that they would return the next morning to complete the work.

  Unfortunately, the Pro was late to the next morning's appointment, and on 7/27, Ms. Francis contacted BOSSCAT to express her frustration with the tardiness. BOSSCAT took the customer's complaints seriously and attempted to reach out to the Pro to get a status update, but was unsuccessful. The customer informed us that she did not want BOSSCAT or our Pro to return to her home due to the tardiness.
  
  To close the loop on this job, our field team attempted to reach Ms. Francis to verify the work done on the 26th so we could accurately update our records. This would require a final walk-through of the home to ensure the repair invoice was accurate since all the original approved work was not done. However, we were made aware of the customer's BBB complaint on 7/28.
  
  We apologize for the tardiness of our Pro and have made several attempts to contact them. We are actively investigating our partnership with this company. As a resolution for the customer, we have revoked the job from the Pro, declined the approved job in all our internal systems, and have not and will not send an invoice to Ms. Francis. We hope this can bring the complaint to a resolution.

  Customer response

  08/01/2023

  
  Complaint: ********
  
  I am rejecting this response because:

  My case was assigned to Mrs. B*****, who is works within the Account Resolutions with Bosscat. 

  I received phone calls from on July 27 and July 28th regarding settling the account. In an email, she also stated that I had approved of an estimate, that services were completed by a Pro (sub-contractor Imperial Noble Designs), and that I had a balance that was owed. Prior to the phone call with Mrs. B*****, I received a phone call from the field manager (Jimmie Y****) regarding work completed. He stated that the sub-contractor had verified that an invoice was submitted and that I in fact owed the Contracting money totalling the estimate. 

  Mrs. B*****'s email on the 28th of July was requesting access to the property in order to calculate work completed. 

  I took pictures of the correspondence between Bosscat and myself regarding the nature of what the company was requesting from me; as well, as what really happened on the date of July 26th. 

  Bosscat response: is the original email sent to me regarding my estimate, accusation that I had work done within my home from their team, claim that they had evidence regarding money that I owed, and a request for access into my home to verify estimate.

  My Reply to Bosscat 1: Is the a capture of the top portion of my response to Bosscat.

  My Reply to Bosscat: Is a captured picture of the bottom portion of my response to Bosscat.

  
  Sincerely,
  
  ** *******

  Business response

  08/01/2023

  We were more needing access to determine if our Pro had completed work to determine a fair payout.   We have since determined that no work was performed.  We closed out the work order with a $0 Invoice.   The customer owes us nothing and will not be invoicing for anything.   Thank you.

   

• Initial Complaint

  10/26/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have attached a timeline of the issues that I have had with this company. I sent this attachment to them on October 15, 2022, no response. Then on October 21, I asked again for a revised invoice and also told them that I just found out that the drain plug that was installed is crooked and I will have to have a plumber fix. My contact Tina, said she would get me the revised invoice immediately. I said I would need it by October 25th. I have still received nothing, that is why I am hoping you can help.

  Business response

  11/09/2022

  Business Response /* (1000, 8, 2022/11/01) */ Contact Name and Title: Michelle S****** Sr direc Contact Phone: (XXX) XXX-XXXX Contact Email: ****************@punchlistusa.com Customer Project **** ***** *** ***** **** **** Belmont, NC XXXXX To Whom*** May Concern. In response to the complaint that was filed by Ms. **** ******** *** ***** **** **** Belmont, NC XXXXX. An estimate request was submitted to Punchlist USA from the customer to price out several items that they would like to potentially have evaluated and as well repaired as they were purchasing the home and were to close in August 2022. The home inspection report was systemically loaded to our platform and an estimate returned to Ms. ***** and her real estate agent Keely Robinson or around July 28th. The Customer Success agent*** Punchlist reached out to the customer on August 5th to set a date and time that they would like to schedule the approved work to include evaluate items that *** not have standardized pricing associated. Ms. ***** responded 2-3 days later that she was not ready to put any of the work on the scheduling books and she was currently searching for free estimates, approximately 10 days later another follow up to Ms. ***** was made to see if she was ready to approve the work that was requested. Ms. ***** later that evening on August 18th stated that she was ready to schedule the work and we***tempted to put her on the calendar for August 22, 2022. On August 23rd the market manager in ********* contacted Ms. ***** to let her know that we would need to do some rescheduling of her approved work due to some labor market issues and needing to make sure that we have the proper pros*** the home to evaluate her gas fireplace and as well the HVAC system. During this time there was a solid line of communication from our operations staff to Ms. ***** as we were able to coordinate a site visit to evaluate the items that were needing reviewed. All communication was in email form and as well there were some texting to cell phones from operations and as well from our ***** management teams to Ms. *****. The pro as well as our market manager were scheduled to do the review and repairs on September 1st and 2nd with an arrival time window. The Pro did not need to rewire her switches to operate the *** in the area of question, but was able to locate the remote, changed out the batteries and completed the other remaining scope items to include putting the anti-tip brackets on the dishwasher regardless of if she was going to change it out due to safety reasons. Ms. ***** had indicated that she was not completely satisfied with the work product that was delivered ad Punchlist USA stands by the work of our pros and teams. We were more than happy to assess the work and make the necessary repairs to our guarantee that is offered to all customers. Ms. Paradise visited the property and was able to assess the work that was done and worked with the ********* Territory Manager to re-dispatch the pro assigned to the job to correct the items that were pointed out in the site visit*** no additional charge to Ms. *****. On September 22 both the Territory Market Manager and Superintendent were onsite with Ms. ***** and actually repaired a ceiling *** that was installed by someone else incorrectly due to safety issues*** no charge. Mr. Wilson the Territory Market manager had to completely take down the fan, put the parts back together correctly and properly secure it to the ceiling then walked through the Gas log fireplace start up and corrected the log placement, pilot light ignition with the homeowner/customer. This cost to do an install of a ceiling fan is approximately $149.99 and again this was*** no cost to Ms. ***** due to the safety concerns witnessed. The HVAC contractor came out to do the inspection and evaluation; however someone had put mulch and landscaping over all of the lines and Ms. ***** was advised that she would need to clear the landscaping and mulch from the area for not only functionality reasons, but to have the work completed. One (1) week later the HVAC was evaluated and inspected by a licensed HVAC contactor*** the current site market rates for specialized licensed professionals Ms. ***** was given a discount on the job as we did not charge her for the work, she approved with the dishwasher anti-tip installation and she was also not charged for the repair of a ceiling *** that was not on the scope of work and she was not given a trip charge for the HVAC Licensed technician when he could not assess the unit on the 1st visit. In the spirit of cooperation with Ms. ***** and understanding that there *** have been some delays due to nationwide market challenges for all consumer facing companies we are willing to not charge the following and send a final billing payable within 5 business days Total Current with Taxes required by NC state and all federal taxes =$2371.39 Not charging Dishwasher securing $48.70- removed from billing already Trip Charge $125.00- not billed Ceiling Fan Immediate Repair (done by others) $149.99 - not billed Can offer 5% discount = $118.57 New total Due $2252.82 Kind regards, Michelle S******, Senior Director of Field Incident Response and QC ****************@punchlistusa.com PunchListUSA (XXX) XXX-XXXX www.punchlistusa.com

*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. ↩