Complaints

• Initial Complaint

  07/08/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  We signed the contract last year to do a major backyard design with a covered patio, barbecue kitchen and the largest swim spa they had. We were told it would be approximately four months, and it still is not completed. The management of this project has been very unsatisfactory. We have had to do the majority of the management ourself. No one comes out to work on the project until we call threaten or nag them to do so. Its always delay after delay or not their fault, excuses, excuses. Weve paid on time at every installment, yet workers are withheld constantly from completing the project. Theres never communication on when workers will come or not until we send a text and say where why isnt anyone coming out? Its been three days. Its been a week. Its been two weeks. There are so many more examples we could list. We never get satisfactory answers, only run around. We just want the project to be completed and faulty work corrected as promised.

  

  Business response

  07/11/2024

  Hello, 

  This job was held up for months due to other reasons not us, like electrician and plumber not having permit yet to start, and not being able to get the job done. This held us up and the customer feels like this because we gave referral names, and therefore thinks that we have control over their contractor, but we don't. they are not subbed out by us; we are not paid for that part of the work thus customer needs to take that up with their contractor directly. That was the biggest delay on project for almost a good 2 months. Now we are very close to completion other than just tile and stucco on their **********. We will start tile within a couple days of finishing the hardy backer that we are putting on the *** now, and then will stucco and paint it after. Nothing more we can do at this point since we are working out there and it's just getting project finished as they are there. Customer sent this when the project again got held up when electrician and gas guy had to move their utilities, so we had to stop and not hardy backer, but again that is not us and we were asked to stop work. We were given the green light three days ago thus we were back on job next day to continue as we are now working on it. Thank you. 

  Customer response

  07/19/2024

   
  Complaint: 21953802
  
  I am rejecting this response because:
  The response to our complaint is simply untrue.

  1. The Electricians informed us the work that PROFICIENT was doing could continue and not be delayed on their part. However, the Electricians could not complete their part until PROFICIENT was able to have the majority of the barbecue island completed, to have places to run the outlets, gas and water, etc.

  2. There have been delays after delays on PROFICIENTs part. A major delay was in the delivering and initiation of work on the pavers. We were told the pavers had to be ordered and would be another 5 to 7 days. When we asked why these were not ordered sometime ago, we were told they have no warehouse to store materials. We challenged them on this, as they have stored materials, including half of the pavers in our side yard for greater than a month by that time.

  3. When the specified time of delay was over, we were told there would be another delay as the truck transporting the pavers from our adjoining state broke down. When we asked them to work with them and have another truck sent out, they refused, and this caused another at least three days delay.

  4. The next day when we thought the paver placement would start, we were told that PROFICIENTs truck had blown a tire and they would not be able to come out until at least that afternoon or the next day.

  5. The next day no one showed up whatsoever. When we called PROFICIENT again to ask why no workers showed up we were told that there had been a safety meeting and it had not been communicated to the workers to go and complete their unfinished job, so the worker just went home.

  6. we had no communications until the last few days on when workers would come or why they did not come. It appears other than a sporadic communication here, and there, we only receive updates or information when we either chase them, or have threatened to make official complaints.

  7. We continue to have to pick up garbage after the workers leave for the day. On at least two separate occasions our dogs have brought filthy gloves into our home that were left behind. Theres been numerous times that bottles, fountain cups and soda cans have been left behind, and even empty cans of alcohol. We do not appreciate drinking on the job or the chance that our grand children would find and pick up one of these cans.

  8. We agreed to purchase the showroom model of the swimspa and stairs, but once it was delivered, it was filthy with workers foot prints, mineral buildup on all jets and headrests, rust on the grab bars. The spa was also delivered without the promised stairs. We were told later when we complained they werent in the contract, but we were promised these upfront. The stairs were a necessary part of a spa that stands 5 foot high, especially for a person with known pre-existing disabilities. PROFICIENT sent out a nice man to clean as best that he could but theres still deposits on them, and rust. On day two, he was not able to show up until afternoon, and by the time he completed the cleaning and started to fill the swim spa, it was a little later in the afternoon, and there was only a few inches of water in the swim spa. He was not allowed to stay overtime to manage the fill and testing of the swim spa. We received a call from PROFICIENT stating that we would either have to go out every hour and check on the water level, and shut off ourselves when full, or they would have to start all over again after the Fourth of July holiday. They stated it would be approximately midnight before it was filled. As we have tried to work with them every step of the way and wanted to be able to use the spa for the July 4 holidays, we agreed begrudgingly to this. We went out very late at night for the final shut off and to look at the water level. I missed my footing on the new step that was just put in and broke my ankle in 3 areas. I was brought to the hospital by ambulance and then spent my holiday weekend in *************************** instead of with my family enjoying the swim spa. I will be now in a boot cast for six weeks and still not able to enjoy our $30,000 spa.

  8. Now, ***** went out to check on the swim spa, the panels behind on the side are warped and bowed, three strips were unattached and one completely missing. In addition, the touch panels on the spa do not work so we are unable to use.

  9. When the pavers were placed behind the swim spa area, they paved over our sprinkler system and broke the heads. We were not told that this had occurred. We only became aware of it recently, when we had sod delivered to be placed, and it was found that the sprinklers had been broken. We had to have these repaired and will provide an invoice for that repair shortly.

  10. We have paid well over $150,000, have paid every installment on time, yet we are treated with condescension, and we were told ******* would be our go to person for the entire project, yet shes never even come out to personally witness, inspect the project, or even meet us to listen to our concerns and/or compliments on some of the employees that work for them.

  There are other numerous incidents and issues that have occurred but we believe this will show the magnitude of the poor quality and work that weve seen from PROFICIENT. The management of this project has been very unsatisfactory.

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

  

  Business response

  07/24/2024

  i will respond to all your statements prior.

  1. The ********* are very aware that today the project couldnt  start for pavers until all underground was done. So when say this project has been since March you guys are stating what you needed to have done prior to us working that doesnt align with our schedule. You guys had to get utilities done and those permits and that work took months before you guys gave us the green light to start. In the meantime we started with the sunken area even though you didnt even have electrical ran yet so we can get work started when we really should have waited till you had electrical ran to that area. But did this in efforts of good customer service to get you started while all your other work was halted due to your electricians and the process.

  2. At this point all is done except the tile of bbq and stucco on island . We started this 2 weeks ago and then this monday we made you aware the boys were short some tile and will be a week for it to arrive, as soon as arrives will send installer back out to finish. 

  3. As far as garbage, all of our staff is trained to clean up all areas and not leave it dirty daily but of course it is a work site too so materials do get stacked on side with tools when we are working there on a daily basis.

  4. Also nice to state that we took care of replacing 70' of your curb that you had stated had been damaged by the crane company but when curbing specialist came out he stated that curbing was old and broken and you can tell years and years of damage and not all from the recent crane damage. Regardless we took care of replacing it all free of charge to you in efforts of good customer service this was worth over 3k of work.

  5. We already went out to clean the spa, since we delivered it over 3 months ago , but since your electrician coudnt hook it up till end, then we ended up having to take on the responsability of cleaning it for you months later which we had no problem to do. Only brining this up now, in return for you to see all that Proficient has done for you guys that was not part of the contract but have done it in return for you as a customer.

  6. As far as spa being filled up yes Proficient does not stay and fill up a whole spa while stands and wait on property. *** just like if you buy a pool and needs to be filled up. its homeowners responsability to keep an eye on it when filling to make sure doesnt go over it and if it does in over night just turn it off. We didnt want to do it on a long weekend like you guys had requested but still went out on your request. You guys left the property before ******* came go over speciics with you when you were to be there to go over the specifics, and then our office found ourselves trying to catch you to tell you the process since you had left the house before ******* can explain. Then after multiple calls to try to explain , we were able tell husband when he finally came out of home. Now, we are sorry that you broke your foot in the yard as your turning off your water, and we are aware you have had many medical issues in the past but maybe husband may have been the more appropriate person to do that due to your  medical history. There was no way we could have prevented that from occuring when we do not sit at someone property to turn off the water. The guidelines are given to the customer and they take care of it since sometimes takes 1/2 a day or 1 or 2 to fill up. We check it if more than 1 day but when your in ******* and we are in ***** there is no way we can come back out same day to check it in our regular service day hours. Again we ae sorry this occured to you. but really this is not responsability of ours.

   

  7. About *** not working- ***** your salesperson said you called last week to say your *** had stopped working completely so we sent our field supervisor and he stated it was b/c your GFCI breaker had popped thus that was why not working. Nothign to do with the spa but your electric. Really this would have been a call to your electrician but we took care of it for you free of charge again in efforts of good customer service. Now as far as panels being bent this is first time  we are hearing  of this so will discuss with ***** to see if he has pictures of this since he was just with you guys for us to address.

  8. as far as ******* not going out to your job that is right. we are a large corporation with over 100 employees , ******* position is not to go out to job site she just schedules and cordinates the crews. Who goes to job site is ***** the field supervisor which you have meet with many times on the job site. 

   

  thank you, 

  Customer response

  08/01/2024

   
  Complaint: 21953802
  
  I am rejecting this response because these statements are false or incomplete. Please see our responses at the end of each point:
  1. The ********* are very aware that today the project couldnt  start for pavers until all underground was done. So when say this project has been since March you guys are stating what you needed to have done prior to us working that doesnt align with our schedule. You guys had to get utilities done and those permits and that work took months before you guys gave us the green light to start. In the meantime we started with the sunken area even though you didnt even have electrical ran yet so we can get work started when we really should have waited till you had electrical ran to that area. But did this in efforts of good customer service to get you started while all your other work was halted due to your electricians and the process. CLIENT: This is essentially not true.  We were told there were many things that could have been completed in tandem with electrical.  The **************** was their selection - we were only told we needed to pay their invoice separately. We were told ******* would be the point for all, but instead, we had to do all the project management ourselves.
  2. At this point all is done except the tile of bbq and stucco on island . We started this 2 weeks ago and then this monday we made you aware the boys were short some tile and will be a week for it to arrive, as soon as arrives will send installer back out to finish.  Client: This is also not correct.  Everything has been delayed due to their mis-measurement - pavers, patio cover, now the tile.  Their inability to do the work correctly has caused us great delays.  We were told 4 months, we are now into 8 months with no real end in sight.  The *** is not correct.  They asked us again to project manage and get the electricians and PROFICIENT together to find the problem.  A time was agreed upon, the electricians showed but PROFICIENT was an hour late and electricians already left.  We are now back at square one. We paid $30 K for a showroom model that arrived filthy and *****, full of calcium buildup the trips breakers each time turned on. Each group says it is the others' fault.  Since the money was paid to PROFICIENT, they should do the right thing and fix, plus all decking is loose and warped. Shameful.
  3. As far as garbage, all of our staff is trained to clean up all areas and not leave it dirty daily but of course it is a work site too so materials do get stacked on side with tools when we are working there on a daily basis. Client - again not correct.  I submitted picturs of garbage, empty soda cans and Cans of Liquor!
  4. Also nice to state that we took care of replacing 70' of your curb that you had stated had been damaged by the crane company but when curbing specialist came out he stated that curbing was old and broken and you can tell years and years of damage and not all from the recent crane damage. Regardless we took care of replacing it all free of charge to you in efforts of good customer service this was worth over 3k of work. Client  - Again not correct - PROFICIENT was the one that showed us immediately of the damage and took the pictures.  They hired the crane, it is up to them to fix the damage.
  5. We already went out to clean the spa, since we delivered it over 3 months ago , but since your electrician coudnt hook it up till end, then we ended up having to take on the responsability of cleaning it for you months later which we had no problem to do. Only brining this up now, in return for you to see all that Proficient has done for you guys that was not part of the contract but have done it in return for you as a customer. CLIENT -We bought a very expensive showroom model.  It was our expectation it would delivered in clean and good working order.  The calcium and rust should have been cleaned prior to delivery, and the workers from PROFICIENT stood all inside with dirtly feet.  This should has all been cleaned without our asking.  There is STILL calcium and rust. As far as spa being filled up yes Proficient does not stay and fill up a whole spa while stands and wait on property. *** just like if you buy a pool and needs to be filled up. its homeowners responsability to keep an eye on it when filling to make sure doesnt go over it and if it does in over night just turn it off. We didnt want to do it on a long weekend like you guys had requested but still went out on your request. CLIENT: ******* should have been allowed to come in the morning instead of afternoon so we did not have to go out at midnight to turn off.  There is no way for you to compensate for my broken leg and ankle for this. You guys left the property before ******* came go over speciics with you when you were to be there to go over the specifics, and then our office found ourselves trying to catch you to tell you the process since you had left the house before ******* can explain. CLIENT: Not correct - we were there the entire time, but ******* had to leave.  He showed us onand off, but that was all.  He was a very nice boy trying to help, but we are never told times they would be out to work. The multiple calls were from us asking when they would be here , why no one showed, etc. Most of the time we were not even answered. We can submit in writing if needed. Then after multiple calls to try to explain , we were able tell husband when he finally came out of home.  CLIENT Husband was home all times as he works from home.  We have tried to accommodate at each step, greatly disrupting his work. Now, we are sorry that you broke your foot in the yard as your turning off your water, and we are aware you have had many medical issues in the past but maybe husband may have been the more appropriate person to do that due to your  medical history. CLIENT: Past medical issues were not involved here, my leg was broken due to turning off water at midnight.  If the job would have started at 8 am, this would have never happened. There was no way we could have prevented that from occuring when we do not sit at someone property to turn off the water. The guidelines are given to the customer and they take care of it since sometimes takes 1/2 a day or 1 or 2 to fill up. We check it if more than 1 day but when your in ******* and we are in ***** there is no way we can come back out same day to check it in our regular service day hours. Again we ae sorry this occured to you. but really this is not responsability of ours. See above
  
  7. About *** not working- ***** your salesperson said you called last week to say your *** had stopped working completely so we sent our field supervisor and he stated it was b/c your GFCI breaker had popped thus that was why not working. Nothign to do with the spa but your electric. Really this would have been a call to your electrician but we took care of it for you free of charge again in efforts of good customer service. Now as far as panels being bent this is first time  we are hearing  of this so will discuss with ***** to see if he has pictures of this since he was just with you guys for us to address. CLIENT:  As stated before, electricians said it is a problem inside the ***, not them.  We are tired of the pointing of fingers, and we have a reasonable expectation to have a working ***. If PROFOCIENT would have been here at 8 am as they promised in writing, they could have met with the electricians and possibly figured out the problem. At this point, we are considering requesting to take the *** back and returning our money for a damaged product.
  8. as far as ******* not going out to your job that is right. we are a large corporation with over 100 employees , ******* position is not to go out to job site she just schedules and cordinates the crews. Who goes to job site is ***** the field supervisor which you have meet with many times on the job site. CLIENT: Perhaps if the proclaimed project Manger would see a project that is fraught with delays and problems she would be of more help. Until a few days ago, ***** only came once that we were aware of, and certainly did not introduce himself to us and ask if there were questions or concerns.  That is a good Project Manager.
  Sincerely,
  
  ***** ******* and ***** ******

  

  Business response

  09/03/2024

  Hello, 

  So, responding again and going in circles. the stuff is complete other than there are 15 tiles approx. that you want changed out, that ***** sent to you by email our field supervisor making sure that it was just those 15. He told you there were fissures in some but want to make sure the 15 is all that you also are seeing so we don't go out multiple times. when he went out to meet with you said you were not available to see him. As far as the spa we have gone out 3 different times, with electrician and our field supervisor. this last time again you guys were not available. they put you on a group text with the electrician and with ***** showing you pictures of how your newly installed sprinklers that you had done by someone else is hitting the spa. we can't diagnose anything until you get that sprinkler taken care of. The electrician was on text saying the same thing that you need to change the sprinkler to not shoot it at 360 degrees and just 180. Once there is truly no more water on the spa, he can check it but at this point you continue to have water on it that is what has warped your panels. the spa was not delivered with warped panels this is from all the water damage. if you can take care of this, like we have asked numerous time this should fix the problem but then you need to pay for replacement panels. but until this is done, we can't do any further diagnosis nor can your electrician that was already stated. if you want to do a conference call with ****, we can suggest that too since your never home to take my field supervisor there out on site. let us know when a good time and he can do a conference call with you guys, the electrician and the field supervisor. Also, at same time to resolve the tile issue since ***** has not heard back from you guys on quantity too. thank you talk to you soon. 

   

  I will send pictures here attached on different email of proof of water damage. thank you. 

  

  Business response

  09/03/2024

  Please find attachments of spa that has been damaged due to clients sprinklers. The sprinklers were NOT installed by us (Proficient Patios)

  Customer response

  09/16/2024

   
  Complaint: 21953802
  
  I am rejecting this response because:

  The sprinklers have been there for 20 years, we moved here one year ago.  Previous owners had grass in the area with the irrigation in place.. PROFICIENT chose the placement of the **** In placing the **** they broke all the sprinkler heads, broke the main irrigation line, creating a huge flood.  They did not even call us, and waited for us to return home to shut off the water. In their attempts to shut off the water, they broke the the water shut off valve.  The workers  then hit and broke  the sprinklers and paved over then without informing us they broke our sprinklers. We had to have the pavers removed to fix the sprinklers and informed PROFICIENT of an impending invoice with no response.

  They dug a trench for the sprinklers so they knew exactly where the water was. It was PROFICIENT design of where to place the ****

  In conclusion, PROFICIENT workers were completely aware of the location of the sprinklers and the water system.  A new lawn was put in and the water does not hit.  Our Landscape designer will attest to this. The *** was sold to us in ********* to a desert area and subject to rain and monsoon.  The side paneling material is cheap pounded wood or linoleum-type and not meant for outdoor use. Sun is also causing damage and the thresholds holding the side panels were missing.  PROFICIENT was informed of this.  We requested a copy of the warranty to come and inspect and the request has not been granted. In addition, the electrical panels have never worked, and both PROFICIENT and the electricians are claiming it is the other one's fault and no one will fix.

  We are now retaining a project manger to assist in resolution and completion of the project.
  Sincerely,
  
  ***** ******

  

  Business response

  11/06/2024

  Hello, 

  We have been dealing with customer on this directly since she is also through the Board. That being said, all items from the punch list have been addressed so we requested payment of $14k but have yet to hear so we had to send a notice of intent to lien since doesn't look like customer is releasing funds at this time and we need to protect our right of payment. That being said yesterday when we requested it they sent email with other items that were not addressed at the punch list meeting where they signed off the items they were having issue with . We responded back to all items which going to attach to correspondence to you here and waiting for clients response back. basically stating that all items addressed, and asking for clarification on one item of the steps. Please see attachment with our responses to them. We also attached punch list agreement they did with **** on site, and now other issues bringing up. 

   

  Thank you. 

  Customer response

  12/04/2024

  THIS COMPLAINT IS USELESS TO CONTINUE.  THIS COMPANY CONTINUES TO LIE.  PLEASE WARN YOUR CONSTITUENTS.

  **** has not fixed all the issues as I mentioned below. Yes bringing up another step that has not been resolved. Our yard has not been cleaned up which is clearly stated in the ** Code of Professional Standards and Ethics. Three weeks ago you said **** would be coming out Thanksgiving week and yet a no show. If you do not want to do business in *******, you should not be out here soliciting business. We would like this project completed and all you and **** **** do is delay after delay. The end of this month represents one year of this contract not being completed. Did you ever think your customers would like to have their projects completed timely? You put a lien on our property but yet **** now states to wait for the Board to come out to our house! Talk about a double-sided company.Your company is all about serving itself and not caring about its customers or their safety. You seem to only care about receiving your money, and that it is. Certainly not working with us as the Board requested - they will be glad to see this.
  
  

  

  Business response

  12/06/2024

  Hello, 

  Our last response was then to wait for the Board to go do their site meeting since **** doesn't want to continue coming out various times and punch lists get changed out from what is agreed upon. We will wait for board and take care of any measures the board states needs to be done. we did a walk for 3 hours with you on site and that is why agreement was drafted you signed off on it, and now there are more items. we rather wait for board at this time. 

• Initial Complaint

  03/18/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Signed contract 10/13/2023 and paid $13,147 and made another payment in January 2024 of $14,715.50. The company did not start the job until January 3, 2024. Committed to remodel backyard based on customer requirements/specs.Company never stays on the job to complete work.Backyard demo was completed approximately week of January 8, 2024.Not much work has been completed since that date due to the fact the company does not seem to have enough workers to complete the job.We have a timeline and photos but files are too large to attach here. We'd be happy to discuss in greater details to express the events that have occurred since we signed the contract.

  

  Business response

  04/17/2024

  Job is almost complete. all pavers are laid, stone on walls, and tile will be completed by tomorrow. stucco as they know will not be done till tuesday. cliet micromanges the project that is why has been a little rough for them. its daily ***** texts a day and wont take calls only by text. we are almost done and i am sure will be a relief for customer and for us as well. 

  Customer response

  05/02/2024

  Please keep this on file and send to the company.

  I am rejecting this response because:  We believe a response from us as the customer is necessary. Although, the job is complete, we really had no choice in order to get our home back and basically had to settle.  We believe this job was outside you and your employees abilities and scope of work.  We paid your company over $83,000 for this job (small backyard remodel) and expected the work performance would be consistent to support the money paid.
  Not only did one of the owners back us in a corner to sign the contract and pay over $13,000 in October of 2023, but the work did not start until January 3, 2024, and was not complete until the end of April 2024.  Work remotely 100%of the time, we also have cameras around the house and observed the following.  The activity and performance were monitored daily, we experienced, no one showed up as we were told by text messages, when someone did show up, they did not work even 8 hours a day and took long breaks and lunch hours.  Not to mention, your employees never cleaned up after themselves and every weekend, we would have to clean up all the track and get things organized repeatedly.  To top it off, the pavers throughout the backyard are still not level and we raised this issue over and over and over until you wore us down and we gave up. 
  We were forced to communicate with Proficient by text messages versus phone calls, because we could not believe anything told us.  There were always contradictions or inconsistencies told to us.  Your company constantly did not order enough material for everything that was needed, even though all the measurements were outlined in the plans.  Then your office would tell us Well we are out of material, so we have to order more so no one will be there, thus no one was on the job able to do anything.  It was though, this was purposely done so your employees would then go to another job to work and then we would have to wait and wait and wait.  This happened on all the material coping, the pavers, the backfill dirt, sand, tile, etc.   
  You may call this micromanaging,but we say we paid a lot of money, waited forever to get the work done, only to have to settle on whatever result you wanted to provide to us.  It is unfortunate that we have to leave unsatisfied customers.  We were hoping this experience would be better and our communication about your company was better.     

  

  Business response

  05/16/2024

  Im sorry Mr. ***** ***************, 

  but no one forced you to sign a contract. you willingly signed and since the beginning when we saw how you were as a customer and how upset and demanding you were being from the beginning of the job we told you there would be no harm done but better to hire someone else that we did not want to do work for you especially if this is how you were being before we even started any work. over and over you denied our request to part ways and hire someone else ( even though no work had been done yet). in addition, you did micromanage the project and would not allow any other stage to progress unless you were there approving it. so i find it very hard to now say that work is not to your satisfaction when you approved every stage and we have it by text before the next stage continued. we then completed the work and you approved the transaction with finance company as being complete so coming now to say you are happy is not fair or reasonable. in addition, you have not reached out to us not one time to say there is an issue of work. if you have a warranty issue please let me know and i can schedule ***** to come and check it out but i doubt that is the case since you approved the paver lay out before we started the tile. 

   

  thank you

• Initial Complaint

  01/16/2024

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  I gave a deposit of ***** and was promised work would begin right away and they'd work with my HOA to get everything done. Months passed and nothing I ended up having to do HOA side myself. Two employees came and marked where everything would be which I was very unhappy with. Soon as I mentioned not being happy they started slamming me with charges and fees for why they would keep all my money. Claim it's $3,000 for a 2D drawing which is outrageous by any standard and clearly a blown out of proportion charge for the above stated purpose.

  

  Business response

  01/17/2024

  That is not the case. So first off to mention ********** is not who we are in contract with its ************************************************* so we really should be hearing from her not him. I will send a copy of contract for reference. In addition, that is not true of us not doing anything. We have all the notes on the file of us persistently contacting client to get them started and get them put on schedule. They signed 07/27.  The first week of August they were already trying to cancel, therefore the designer spoke to her and she decided to stay on board with us. Then we did plans in August and sent them the plans, they approved it.  Then a month went by and we didn't hear from her. We kept calling and leaving messages asking if she was going to wait on her HOA since her contract said she was not waiting. They finally responded in October saying that, yes, they are waiting for HOA. We then asked for HOA information and she said her husband would call. We called her husband three times in October and we received no response. Finally on October 25th, the whole packet was sent to HOA. He then apologized for his wife not answering often and said he should be the main point of contact. Then on 12/22 they finally said they got HOA approval, we tried to schedule them to do the work but he said he wanted to change some things on the plans, we revised them and sent the new plan with the change order and he approved it. Then once they finally approved it we started the work on 01/08. Then when we started he said he did not like how much concrete he had, he came to our office and wanted to speak to management, he stated that he wanted more grass. We told him not to worry and sent our supervisor out there the next day and made the changes with him. He asked if it was going to be more money and therefore wanted to cancel, I stated for him not to worry and we would work it out, even though the changes we would make would have resulted in more money, the client was sent a change order for no additional cost and we were to continue the next day. Then billing approached him to state that he owed his 50 % for the change orders he had previously signed and he responded back saying that he was not going to give any additional funds at this time and just wanted to cancel. I told him we could cancel but there would be fees due since we have already started to work on the project. Also there is no cancelations per back of contract but as long as you pay the charges incurred then you can cancel if you would like. The back of the contract shows a fee of $3000 for architectural and construction drawings and CAD time plus of course the work that has been done at property. The client got upset and this is where we stand today. 

   

  We are still here ready to continue and get this job done for the client so he or she can enjoy their yard. We are waiting to hear from the client. 

   

  Thank you, 

  ****

   

  I will send copy of contract showing owner, showing the fee for drawings, and notes on file showing that we have been relentlessly working on this file and  it has been clients HOA that has taken a while and the client not being available all the time to respond. 

• Initial Complaint

  01/31/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  i received a quote for a pergola that was to be installed on my balcony. The salesman ****, came out to my house and took his time to show me various options. When all was said and done, i was quoted roughly $7k. I wrote a check then and there for a 50% deposit. The project was to be completed by end of May, then june and finally its up by July. I pay the remaining balance and a county inspector has to approve of the work. The pergola failed inspection BECAUSE proficient patio did not have the permit for "site specific engineering." i was not told i would have to pay an additional $2k for the permit on top of the price of the pergola. If i had known that, I would not have bought this product.**** shows up and explains his mistake. He actually took the blame for the blunder. The owner of the company couldnt give a rats ... about making this right and writing it off from his business. now this pergola is up. i paid $7k it failed inspection and i have an HOA that will fine me for this BS. i end up paying 3/4 of the permit fee. It passes. i should have never dealt with proficient ptuos again but since its their product and i want motorized drop down shades on the pergola, i order the shades from them. Other than waiting longer than i was told they would take to manufacture and install ( approximately 6 weeks later) installation was actually smooth. Then>>>> the shades need power. i hire an electrician cost me $400. All good now. Nope. The shades only go down 1/4 of the way and stop. company says they will send someone out to see what the problem is. They were supposed to be here over an hour ago. no call, no show and i have to go to work soon. if you took the time to read this post, do yourself a favor. Use a different company. This is the first time i have ever written a complaint. Its not something i like to do.

  

  Business response

  02/06/2023

  ************** knows we called him the same day he was scheduled and let him know he was scheduled for that day. he stated it was to be 7 a0 , but that was not notated on the job sheet. i let him know that and also asked then what time worked for him and he said only weekends. i let him know the factory doesnt work weekends to re- program and provide tech support and he said would let us know when wanted to reschedule till then. waiting to hear from him. 

• Initial Complaint

  08/24/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Date of transaction: 12/23/2021 Amount of money paid: $41,970.00 What the business committed to provide me:A quality backyard landscape design and a quality build to my specifications What the nature of the dispute is:1) Corner planters were built too high because we had to hide permanent damage on our walls caused by Proficient ************* (construction adhesive was spread on all our walls and could not be removed). The planters are too high for trees. I did not want the planters this high, but it was the only way to hide the damage they caused.2) We now have visible paint on our walls where they tried to grind down the glue and spray paint over it in an attempt to fix the mistake. We also have wall "caps" up on edge along the back wall to hide the glue. We don't want it. It was the only option we had to hide the damage.3) Proficient ************* were ******* in a corner of my yard by a shed. I asked "*****", my point of contact to ask them to stop. He did. In the following weeks I found out that my small dog was eating all the small stones they were ******* on. Over 100 stones came out of his intestines, but 4 remained lodged in his stomach. The shed has been there 10 months and he has never eaten stones before. The only reason he ate them was because they were ******* on them. I have a $1,712.51 veterinarian bill because of the incident. It would have never happened if they weren't ******* on the side of my house.4) Damage done to my street when they sent a dump truck and a Bobcat to pick up a pile of stones that never should have been delivered. The stones were the wrong size.I have pictures of everything I've described

  Customer response

  08/29/2022

  ***Document Attached***
  Invoice for veterinarian bill
  See Attachment/File: INVOICE-1

  Customer response

  08/30/2022

  ***Document Attached***
  Horrible Communication / Poor Service
  See Attachment/File: 21

  Customer response

  08/30/2022

  ***Document Attached***
  Everything needed to be done twice
  See Attachment/File: 18

  Customer response

  08/30/2022

  ***Document Attached***
  Glue and Paint on my Walls
  See Attachment/File: 1

  Customer response

  09/04/2022

  ***Document Attached***
  Road Damage
  See Attachment/File: 13

  Customer response

  09/04/2022

  ***Document Attached***
  Complaint with Proficient Patios
  See Attachment/File: Complaint with Proficient Patios.doc

  

  Business response

  09/05/2022

  Hello,
  
  So all this was already handled and discussed and resolved with you and ****. Customer paid final balance , and they agreed that we were going to be issuing a credit of $1000. Don't know what else this dispute wants if it was already resolved.

  Customer response

  09/12/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  I was not aware that the matter had been resolved. It has been over 2 months since I spoke with ****, and my wife and I have not received any refunds or credits. **** agreed to a refund when he came for the last payment but to date we have received nothing. We incurred a $1,712.51 veterinarian bill and we have permanent damage to the walls in our back yard. We also have paint on our walls. The least Proficient Patios could have done was to compensate us for the veterinarian bill, but we are willing to accept the $1,000 in an effort to put it behind us. We were ignored through the entire process as the work was being completed and as problems arose on a daily basis. We are still being ignored. I already paid Proficient Patios $41,970.00 to fulfill my contract, therefore Proficient Patios will have to give me a check for the refund. Also, still can't figure out, if we had an agreement with ****, why do we have to go to the Better Business Bureau after 2 months to get it settled? I will accept the response from the business when we have the $1,000 refund.

  Customer response

  10/01/2022

  [A default letter is provided here which indicates your acceptance of Arbitration. If you wish, you may update it before sending it.]

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID .********, and find that arbitration is necessary.

  Sincerely,

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

• Initial Complaint

  08/22/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  On 4/19/2022 My wife and I ordered a shade and an awning for our backyard patio. The shade was to cover the side patio and the awning was to be 28 feet long and cover the back patio. The total cost of the project was to be $9,832.00 and we put half down, $4916.00. At the time of the order, we were told we would receive an invoice of the work to be completed. We never received an invoice of what work was to be completed and we had to call several times before receiving a handwritten receipt of the down payment. At the time of the order, we were told the shade and awning would not be installed until June. In June we were told the shade and awning would not be installed until July. On 7/23/2022 two workers showed up at my house and installed the shade but said the awning had not come in yet. On 7/25/2022, Rob, the person we ordered the shade and awning from, called and said that the manufacturer could not build the 28 foot awning we ordered because of the winds in the Las Vegas area. Rob said that they could build two separate 14 foot awnings but there would be a small gap between them. I told Rob that we were not interested in two separate awnings and if the manufacturer could not build what we wanted, then we would just cancel the order. He said he would notify the main office about our decision. I asked about an itemized invoice and refund, and he said the main office would take care of that. On 7/26/2022 Rob called again stated that the fabric for the 28 foot awning had already been ordered and that he did not want to be stuck with the cost of it. He again pushed for us to buy the two separate 14 foot awnings and I again informed him that we were not interested and told him to cancel the order. I have left several messages with the main office trying to get someone to call about getting an itemized invoice and a refund. I have had email contact with Nena R**** who is the showroom customer manager and ******* ****, Neither has called or tried to resolve the issue.

  

  Business response

  09/21/2022

  Business Response /* (1000, 5, 2022/09/05) */ hi sir. so nena is front desk , she doesnt deal with cancelations or change orders. that would be with dakota please get with him at office ext *** he can assist you he is one that deals with that. i will also tell him to call you this week to resolve.

• Initial Complaint

  08/10/2022

  Complaint Type:

  Delivery Issues

  Status:

  Resolved

  More info

  I hired this company proficient patios and backyard to build a sunroom in my residential. The contract was signed and agreed upon last year May 2021. It took them more than one year to finish a small sunroom. Bad customer service, expensive and unreliable. They still have not finished the job, they did sloppy job in my sunroom, refused to answer my calls/text and complaints and the worst part is that they are adding more expenses to a 18k sunroom for electrical which is not in contract, they are basically asking for more money to complete the project. I was not informed about this until The last minute of the project. I am getting consultation from A lawyer about construction law. They have really bad reviews on Yelp and other platforms. This business should be held liable for all the headaches, stress they have caused their clients and the dishonesty is unacceptable. Please do something about this

  

  Business response

  08/13/2022

  hi sir. ******* have done what is under contract to do for the job, but like we had stated to you during the permit process that this would need electrical to get the permit pulled. you stated you just wanted the room done as soon as possible so we did the electrical calculations so the permit can be pulled but as you know electrical is not included in the bid and we can not do this for free. last time i spoke with you you were good with everything else that we had done, and we took care of your punchlist so right now the only thing outstanding is getting the electrical done so we can pass final. you dont have to go through lv connects for it you can use whoever you want to but unfortatnely like i told you the other day we cant do it for free of cost when its not in contract.

  Customer response

  08/16/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  The contract or agreement
  That it's 18k + for the project it means it's complete and done
  I also have proofs of work and it's not close to the one they show me in the showroom I have proofs and pics of how everything
  It's ugly and it's not as describe and explain in the beginning
  This is over a year project now and completely paid off and never finished, this is why I'm here and complains because I was not happy and very unprofessionally done I have photos of the work text conversation I can send it anytime upon request......
  This company is very rude and doesn't comply anymore after receiving full payment and all promises are not true I really wish I can help on this and very sorry if my ENGLISH is not very good but I will try my best to explain everything and like I said pls send me email where I can send pictures as proof of work very bad like Mickey ***** thing just to say that they done and they did it
  Pls I need the email address and I will send all the photos. This company has lots of bad reviews also and I just can't allow them to do this to me, it is not fair poor and very poor work and customer service

  Customer response

  08/16/2022

  I was not aware of the additional $3k+ they asking to pass the permit they said I have to install electric outlet after several months and they said the I would lose the permit if wasn't done.
  
  This should be addressed in the beginning of the contract but I wasn't advised about it.
  
  It was mentioned in the middle or everything
  I feel like????? More money???? U kidding me???
  If I was aware of this ???
  I would have says NO in the beginning
  But this was not mentioned and I was never inform about it
  Till halfway of everything......
  I have that conversation also
  I will send photos here of how's the job was and you can see it from your eyes how the project was and I can also send photos what it looks like from the showroom.
  
  

  Customer response

  08/16/2022

  ***Document Attached***
  I was not aware of the additional $3k+ they asking to pass the permit they said I have to install electric outlet after several months and they said the I would lose the permit if wasn't done.
  
  This should be addressed in the beginning of the contract but I wasn't advised about it.
  
  It was mentioned in the middle or everything
  I feel like????? More money???? U kidding me???
  If I was aware of this ???
  I would have says NO in the beginning
  But this was not mentioned and I was never inform about it
  Till halfway of everything......
  I have that conversation also
  I will send photos here of how's the job was and you can see it from your eyes how the project was and I can also send photos what it looks like from the showroom.
  
  
  See Attachment/File: BBBDEF5D-73D7-4E45-847A-58DF9B5DDE8F

  Customer response

  08/16/2022

  ***Document Attached***
  This is what the 18k+ project looks like and they said it's done lol and took over a year and they keep saying it's done wow smhhh
  Omg pls help me here before victim more people
  See Attachment/File: EE730B96-8BC9-45E3-ADB1-1FB5E7A6E66A

  

  Business response

  08/27/2022

  Hello,
  so on pictures the 2 patches look like before we painted your patches but if still like that can send painter to paint it. let us know when works for you,
  
  As far as other picture with no cap that is because you have to get electrical done before the caps get put on and you are waiting on electical since not in your bid.
  
  That being said we decided as a company to offer you to do your electrical even though not included in your bid and you have agreed it was not in incuded as well. that being said would need to get a full and release signed by you that by doing your electrical that closes this out your contract. let me know you are good and i will send it over

  Customer response

  08/30/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  all I want is what **** the owner promised me when I purchased the project professionally done, nice and looks clean with permit its not like I purchased I ****** and got a ***** Civic if you know what I mean.
  
  otherwise I would easily just hired someone and *** much cheaper
  
  I went thru you guys to expect a good service and professionally done just like what you have or show in your showroom
  
  but all you guys did is ignore me and keep sending people most of the time they don't know what their doing....... just like putting a band aid or Mickey ***** thing and think its ok instead of solutioning the problem.
  
  I went thru your business and paid a lot of my hard earning money to afford and get what I paid for.
  
  like nice and professionally finished with permit ....
  but what I get is poor and messy job and sliding lock key doesn't even work ,,,, flooring not even or flat - there is a big gap or space between the bricks flooring to sliding door panel. I kept telling or texting you about this but nothing has happen I have that conversation on my phone and continued to be ignored ,,,, is it because everything is paid for and collected all ur money? is that y ? and think this is fair when I work 60hrs a week for my hard earned money so I can pay this loan with your poorly job?
  
  not fair...... I want you to come here personally so you can what your people did and see yourself.
  
  I want flooring to be level and flat no spacing or gap
  
  sliding door lock key don't work
  
  fix and clean the paint - not just paint and leave
  even myself can do better than that kind of paint
  
  and last I want my permit for this project.

  

  Business response

  09/05/2022

  hi sir. no one is ignoring you tyhe problem is you give me a punch list to do i completed and then you give me another list with other items and never really ends. last time you had said you were happy it was just the permit and now you are back to having issues. there has to be one last punch list and no more items to be gathered after the fact, or else we never end. when is a good time for **** to meet with you on site?

  Customer response

  09/07/2022

  honestly your sorry company is only good in the beginning
  to sell the project, after all money was collected that's when things change. things starts to get slow asking more money for additional and never really focused on what's the problem. I've done many project at my house and I never had problem
  considering your company is bigger and should be more professional
  I wish I looked at the reviews first before going to you guys but its too late already..... I just wish what I experience through you guys won't happen to other people.

  Customer response

  09/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  why do you guys come here and see it yourself instead of keep sending people that don't know what they doing that is why the problems before were never fix all you guys do is sending people but problem were never fix all ur people did is temporary instead of fixing the proble. you guys should send **** here so he can see what your people did. I'm available anytime
  
  when I said the flooring is not even that were never fix instead it was ignored - the door lock key don't work
  the key is useless this were found out only a week ago. so your saying after just a few days if the doors don't work u not responsible anymore? what happen to the contract or agreement?
  
  you guys promised satisfaction
  professionally done
  permitted
  
  when you selling this project?

  

  Business response

  10/04/2022

  mr ****** you very well kn ow this is not part of your contract. it states right on contract no electrica is included. that being said we offered to take care of 1/2 of the costs and for you to to take care of the other 1/2. do you want to get this completed ?

  

  Business response

  11/01/2022

  hi. we have reached out to client personally to say that we will be doing his electrical even though it was not included in the contract and that is explicitly stated on contract. and i have also offered to book appointment to meet wtih him on site to go over what issues with ****** and door. we will meet with him shortly and keep you posted. the permit he has out on site that is all public record and he has original out on site. 

  Customer response

  11/01/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  I am available anytime to meet up, just make sure that this promise will be kept and be done because I just want them to fix the problem and give me the permit as we agreed on. 
  Sincerely,
  
  Pepsi ***********

  

  Business response

  11/06/2022

  we are scheduled to meet with cilent out to his property on tuesday at 8 am to see what else need to do to get this resolved for him. 

   

  thank you. will keep you posted

  Customer response

  11/07/2022

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I will wait for them this Tuesday and cannot wait to resolve this
  
  Sincerely,
  
  Pepsi ***********

• Initial Complaint

  05/18/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have contracted Proficient Patios to build a nice patio cover. They have deposits totaling over $30,000 and have only done 3 days worth of work in over 2 months. They refuse to communicate and continue to dodge all communications. My job was scheduled to progress over 10 days ago and still not one worker has been onsite to complete the job. I feel as though I have been ripped off by a supposedly reputable company. BUYER BEWARE

  

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/05/23) */ Contact Name and Title: Jessica l*** Contact Phone: 702-254-6179 ext 123 Contact Email: **************************** I have spoken to client. His number was incorrect on contract client is aware has given correct number now. He is fully aware of the Schedule. Consumer Response /* (3000, 7, 2022/06/03) */ (The consumer indicated he/she DID NOT accept the response from the business.) Schedule has never been adhered to. We started discussions on this project on February 3, 2022. Then the account rep was let go and all scheduling went by the way side. This project was supposed to be finished and it is still a multiple weeks away from being completed..... and that's only if they adhere to the newly presented schedule. No one has offered to do anything more to make this right. Business Response /* (4000, 9, 2022/06/07) */ We gave client schedule and have been working eveyday out there. we cant make guys work any faster. stucco got completed yesterday now paint is next, then electrical from other company, client made change for counter so that company is making new template for client and lastly install the firepit and appliances once the concrete counter is done.

• Initial Complaint

  05/17/2022

  Complaint Type:

  Delivery Issues

  Status:

  Answered

  More info

  We signed a contract March 10, 2022 with Proficient Patios to install a patio in our backyard. The salesman said that once the holes they were going to dig 2 holes for the post would take 3 days for the concrete to harden and get the city inspectors approval. And then he said it would only take 3 days to finish the job. It's been 3 weeks and still the job isn't finished. We have sent an email and made several calls asking when will they finish the job, with no result so far

  

  Business response

  07/13/2022

  Business Response /* (1000, 5, 2022/05/23) */ The job was out on hold because it looked as if client was going to need another footing. Then salesperson reached out to client and gave him An option they agreed and we were scheduled again for today out to job site and continue tomorrow till finish. Should be no other issues. Consumer Response /* (3000, 7, 2022/05/26) */ They told me that they would come on Friday May 20 and they didn't come the hours they told me that they would come: 10 AM - 2 PM. So I called at 2:45 pm and no one answered, left 2 voicemail messages. So I texted Mike V*****, and told him for these guys not to come, if they were going to come, in order to do an hour work. That I preferred they came on Monday 23rd and worked all day. They did come at 7:30 AM and finished at 3:40 PM. And they returned Tuesday the 24 at 7:00 AM. So I received today, May 26th a call at 10:30 AM to tell me the inspector was going to come tomorrow to do the final inspection. Already told them 6 times the package is missing from the gate to enter our patio. I asked when they would come to finish filling the footing and this guy told me that its not in the contract and that I had to find someone to do it. They never told us that they would not finish the project. So dissapointed with this company. I am sending the picture of the footings. Business Response /* (4000, 9, 2022/06/06) */ this has all been resolved. spoke to client this last friday and now we are working on getting cover to pass inspection they also did not get charged for fixing of footing as should have been but they are satisfied. this complaint should be null and void but confirm with client,

• Initial Complaint

  03/04/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  Thank you so much for taking the time to look over our documents. Please let us know if you have any questions or need any clarification on anything. I've compiled all of our notes, documents, photos, screenshots, etc., into a timeline of events outlining our experience with Proficient Patio (or PP). I have attached that and a cover letter to this form. That should include all the information you need to proceed with next steps.

  

  Business response

  04/07/2022

  Business Response /* (1000, 8, 2022/03/22) */ Hello, This client contracted for grass and concrete. we did the concrete and she decided to cancel out the grass. we have been billing her since August of 2021 for the portion of her concrete to no avail. At this point we have filed for a lien on the property and have sent it to collection since they have been unresponsive. They did reach out last year to ask for a breakdown we provided it to them and still no payment has been. They have also disputed it with the collection company and same thing we had to provide the breakdown.

*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. ↩