Complaints

• Initial Complaint

  01/03/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Date: December 27, 2022 Amount paid: ******* Dispute: Property Craft told me the cost to remove water would be **** and billed me ****. They billed me before they finished project. The last step was the stretching of the carpet included a cost of 380, which I asked to be cancelled. The carpet looks horrible. I asked before the process started what it would cost. My understanding was **** included everything. I did not know every machine was billed by time and carpet stretching was necessary and additional fee. I have text message discussing price of **** Resolution: Honor the original quote Discussed issue with property craft : No genuine response only deflection and attitude

  

  Business response

  01/18/2023

  **************,

   

  I wanted to reach out this morning to let you know that we are sending this response to the case filed by ********************** on December 29, 2022.  After putting together the timeline of the work completed for ********************** at her residence here are our findings on the complaint:

   

  Property Craft Response to BBB Complaint #18658520:

   

  On 12/23/2022, our Loveland team received a call from the complainant that she had suffered a water loss.  We responded to her home and after inspecting the amount of damage, we gave her an initial quote that the work might cost around $2200 to $2500 for us fully dry out her home.  The customer was told this was an estimate only and we couldn't guarantee that price until we loaded all the necessary work into the system.   After we worked on the project over the holidays, the amount of damage done to the home was more than we could have projected until we started mitigating the home.

   

  Our team also provided additional services on plumbing issues that ********************** would have had to hire another contractor to complete since we knew she had several issues with the existing hardware in her home.  We attempted to salvage her carpet and found an installer who would perform a reinstall of her existing carpet saving her money.    

   

  We did our best to offer her reduced pricing, even though we provided holiday work at no additional labor charges to ensure we helped her get back to normal during the holiday season.  We also reduced her costs be not charging her for four days of drying wall fans running and only charged her for three days of service.  We knew the costs were a concern to her and did our best to make sure she paid as little as we could charge her based on the labor we provided.  Her request to cancel the carpet stretching was honored and the discount from our final bill was subtracted.  We have several texts showing that we communicated all the potential changes in the cost once we began working on the home, she was kept in the loop the entire time.

   

  We are also attaching several responses to her concerns over the holidays to show we were in constant communication and doing everything possible to contain the costs of her mitigation of the property.  We are extremely saddened that she felt that she was not treated fairly, but from our perspective we went above and beyond to help this client and satisfy her cost concerns with getting her property dry to avoid microbial growth that could have extended the costs even more.

   

  Additionally, we are extremely apologetic for the delay in our response.  We are transitioning new quality control teammates and we didn't respond in a timely manner to assist our Loveland team.  Once we discovered their was an issue, we responded in one business day.  Please accept our apology, we take our reputation very seriously and will work harder in the future not miss critical communication from the BBB.

   

  Sincerely,

  
  *************************

  Customer response

  01/19/2023

  This Statement is false:(Our team also provided additional services on plumbing issues that ********************** would have had to hire another contractor to complete since we **** knew she had several issues with the existing hardware in her home) 
  Property Craft did not help me with plumbing issues.A plumber assisted me with plumbing issues.  *********************** answered all my questions about plumbing.  I have all the text messages from ***********************
  This statement is false ( since we knew she had several issues with the existing hardware in her home.) There were no additional issues with hardware in my home.  The only issue I had was with one pipe, that the plumber fixed around 30 minutes upon arriving. The pipe was cut and abandon, since it was not needed.
  The customer was told this was an estimate only and we couldn't guarantee that price until we loaded all the necessary work into the system. 
  Statement is not true.  I have 2 witnesses, that were here and clearly heard Property Craft tell me the price was ****. *************************** and Ignanico Arrospide ************* distinctly heard property craft tell me the price would be ****. 
  We also reduced her costs be not charging her for four days of drying wall fans running and only charged her for three days of service. 
  (AGAIN another lie the fans ran for 3 days, but they were in home 4 days because I had to wait for property craft to remove them.  The fans were unplugged set to the side.  I had only one fan the ran 4 days.  I was not told I was being charged for each fan. I was told I was being charged **** for the entire service and they did disclose everything they were charging and how they charging.
  
  Complaint: 18658520
  *******************************

  

  Business response

  01/24/2023

  This statement is false from our perspective:  Property Craft did not help me with plumbing issues.A plumber assisted me with plumbing issues.  *********************** answered all my questions about plumbing.

  -We submitted pictures and texts in our original response and again in this response that show that on Christmas morning our team helped answer plumbing questions for the customer with no additional hours billed for responding on a holiday.  We did so to provide emergency support that is not within the scope of drying her water loss.

  This statement is not accurate from our perspective:   I have 2 witnesses, that were here and clearly heard Property Craft tell me the price was ****. *************************** and Ignanico Arrospide ************* distinctly heard property craft tell me the price would be ****.

  -Both those individuals were at the home several times when we worked on the property, but we also have employees who heard us say that our initial quote was an estimate and it was between $**** - $2500.  At no point did the customer tell us to stop working.  The final bill, which was given with a significant discount to our normal billing amounts ended up $600 over the estimate of $2500.  Each home and type of dry out can vary and with the carpet stretch removed, we did exceed our high end estimate by over $300.  We don't feel that the any of the charges are excessive and the work was completed (over a holiday) when many other restoration companies were not open.  

  Conclusion: It is our conclusion that this customer is searching for ways to try and get the work we did for her for free.  We don't feel that any of her justification warrants that course of action.  We are mostly disappointed that she views our interactions in such a negative light and we will work to avoid this sort of customer experience in the future by using her feedback as a tool for improvement. However, this is the first and only similar type of complaint we have received so it is a learning experience.

  Customer response

  01/25/2023

   
  Complaint: 18658520
  
  I am rejecting this response because:

  Property Craft told me the total cost would be **** dollars and charged ****. They did not disclose how they charge, took advantage of me in bad situation, they over charged for machine that were not being used,  they failed to put back heavy items they put in the another room, and were verbally abusive towards me.  I have 2 witnesses that were present when they disclosed the price.  They did not complete the job.  

  -We submitted pictures and texts in our original response and again in this response that show that on Christmas morning our team helped answer plumbing questions for the customer with no additional hours billed for responding on a holiday.  We did so to provide emergency support that is not within the scope of drying her water loss.

   

  He answered a text message hours later, but did not assist me with a plumbing issue *********************** assisted me and I have text messages from him

   

   

  -Both those individuals were at the home several times when we worked on the property, but we also have employees who heard us say that our initial quote was an estimate and it was between $**** - $2500.

  NO EMPLOYEES WERE PRESENT WHEN WE DISCUSSED PAYMENT it was just owned and 2 **** and *********************************.   AGAIN NOT HONEST

   

  At no point did the customer tell us to stop working. TRUE sort of I told them NO the carpet stretching because they did not disclose that was another hidden fee of 380

   

  he final bill, which was given with a significant discount to our normal billing amounts ended up $600 over the estimate of $2500.  Each home and type of dry out can vary and with the carpet stretch removed, we did exceed our high end estimate by over $300.  We don't feel that the any of the charges are excessive and the work was completed (over a holiday) when many other restoration companies were not open.  - THE HID the fee of CARPET STRETCHING I had to ask for the bill and stop there service due to HIDDEN FEES.  I was told a FLAT RATE of **** PERIOD

   

  The next email I will send the attached screen shots and will call in the morning. 

  *******************************

  *************

   

   

  
  refunded 3168-**** = 968 (Since carpet stretching was not done)..

  Sincerely,
  
  *******************************

  

  Business response

  01/27/2023

  Final Response to Complaint:

  We have responded to all issues addressed by the customer.  Any information provided the customer is only anecdotal and without any back up to support the concerns.  Our final bill was $3168.  We did not do a carpet stretch, so we did not charge the customer for that service an only charged $2788.76.

  This total is over our ESTIMATE total given before starting the project, the price increased as the need for more services were charged to keep the house from having extreme water damage or mold due to the water loss.

  At this point, there is nothing more we can do to make this customer happy.  We performed the services that we were paid for by this customer.  As we have stated previously, we are disheartened at how this customer feels about the bill, but we did provide the services.  Nothing displayed in any documents provided by the customer state our direct communication that the cost would be $2200 only.  We gave an estimate range and asked to not be held to that number until we could give her the exact total.  

  This will be our final response.

  Property Craft

  Customer response

  01/30/2023

   

  Hello,. I would like to be clear here. I am NOT asking for anything for free. I paid the over priced bill!! 

   

  They have poor and confusing billing practices. Most contractors have a base billing rate. They are charging all over the place. The invoice was **** over the quote! I DID put a STOP to their service I ask them not come back out for carpet stretching. That is putting a STOP to service and project is uncomplete. They moved a heavy item out of room and never put it back.

   

  Also I explained my feelings professionally to owner in calm c voice. He took it personally got offended and emotional , got nasty. He didn't listen or care. I FEEL taken advantage of pure and simple. Single female home owner they just see dollar signs. 

   

  You don't hear complaints because most people just submit to their insurance and don't care. They figure the insurance company will take care it.  They probably don't look at the bill because they pay the deductible.

   

  Thank you for your time

   

  Attached removed. 

   

  They need to fix their billing practices because they are mess!!!!

   

  
  Complaint: 18658520
  
  I am rejecting this response because:
  
  Sincerely,
  
  *******************************

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