Our Solutions

to

Common Complaints

At LETUS Maintenance, we’ve spent years listening to the frustrations of homeowners, property managers, and business owners about their experiences with service providers.  Over time we’ve compiled a list of the most common complaints, along with brief but tailored solutions, to address these concerns head-on.  This list serves as a resource to help you understand how we stand apart by actively tackling these challenges and serves as reassurance that we listen and care..  

Our goal here is simple: to deliver consistent, high-quality service while fostering trust and transparency.  By sharing this list, we hope to provide clarity and demonstrate our unwavering commitment to exceeding client expectations at every step.   

Difficulty in Finding Reliable Professionals:
    Complaint: Limited availability of skilled and reliable Tradespeople.
      Our Solution: Utilize our vetted in-house professionals, as well as reputable online platforms, reviews, and referrals to find experienced and reliable local trades professionals.  We build lasting relationships with local trades professionals, businesses, and associations.
 

Inadequate Screening and Vetting:
    Complaint: Lack of thorough background checks on handymen or maintenance companies.
      Our Solution: Prioritize companies and individuals with thorough reference, background, and public review checks and verification processes. Request proof of necessary licenses if applicable, insurance, and qualifications before hiring/contracting.
 

Communication Issues:
    Complaint: Poor communication regarding project details, timelines, and expectations.
      Our Solution: Set clear communication expectations from the beginning for all parties involved. Use clear a direct communication channels preferred by all parties and establish regular updates, timelines, and progress reports; all parties in agreement.
 

Unreliable Scheduling:
    Complaint: Delays and rescheduling without proper notice.
      Our Solution: Clearly define project timelines and set expectations for potential delays; weather, emergency, other.  Ensure the vendor/professional or company commits to and respects agreed-upon schedules; all parties in agreement. 
 

Quality of Workmanship:
    Complaint: Subpar craftsmanship leading to unsatisfactory results.
      Our Solution: Check portfolios, reviews, and references before hiring. Clearly communicate expectations and inspect completed work after each benchmark/milestone before allowing to proceed to next phase and before finalizing payment.  Note: Approval may be done virtually or via digital means; video, detailed pictures, etc. 
 

Overcharging and Hidden Fees:
    Complaint: Lack of transparency in pricing.
      Our Solution: Provide clear, detailed project outlines upfront and clarify any potential additional charges. Provide full transparency in pricing and communication to avoid avoidable surprises. No Hidden Fees or Upcharges- EVER. 
 

Lack of Professionalism:
    Complaint: Unprofessional behavior from staff.
      Our Solution: Choose individuals and companies that prioritize professionalism. Discuss expectations for conduct and presentation during the hiring/vetting process.
 

Failure to Honor Agreements:
    Complaint: Non-compliance with agreed-upon terms and conditions.
      Our Solution: Clearly outline terms and conditions in written agreement(s). Establish consequences for non-compliance and ensure all parties understand and agree.
 

Inadequate Problem Resolution:
    Complaint: Poor handling of complaints and disputes.
      Our Solution: We take feedback, compliments, and complaints Very Seriously.  We discuss our complaint resolution process before hiring and taking on new projects. We may require signed written agreements on how issues will be addressed and resolved.
 

Limited Skill Set:
    Complaint: Tradespeople lacking expertise in certain areas.
      Our Solution: Clearly define the scope of work required and ensure the professional or company has the necessary skills required for the job, and check for validation of claims.
 

Inconsistency in Service Quality:
    Complaint: Inconsistent results and quality or services provided. 
      Our Solution: Choose companies with consistent positive reviews and a standardized approach to service delivery.  We offer a 100% Satisfaction Guarantee or Your Service is FREE.*  Consistency in the quality of servicesprovided is something we take pride in.
 

Dependability and Punctuality:
    Complaint: Professionals not showing up at scheduled times.
      Our Solution: Set clear expectations for punctuality and reliability from the beginning.  Allow for delays due to uncontrollable circumstances; traffic, weather, vehicle issues, etc.  One of our company values is on timeliness and commitment to deadlines.
 

Unsatisfactory Cleanup:
     Complaint: Failure to clean up after completing the job.
       Our Solution: Include cleanup expectations in the initial agreement. Discuss post-project cleanup procedures and expectations, if applicable. 
 

Inefficient Communication Channels:
     Complaint: Limited options for communication, such as lack of online portals or email updates.
       Our Solution: Establish preferred communication channels before starting all projects; all parties in agreement.  Utilize online platforms for scheduling, updates, and inquiries; whichever is/are preferred and available available.
 

Issues with Billing and Invoicing:
     Complaint: Errors in billing, invoicing, or payment processing.
       Our Solution: Clearly define billing procedures and payment schedules. Request detailed invoices and promptly address any billing discrepancies; all parties in agreement.
 

Inadequate Follow-Up:
     Complaint: Lack of post-service follow-up to ensure customer satisfaction.
       Our Solution: Client Satisfaction is one of Our Highest Priorities. Following every project we request a post-service follow-up to address any concerns or issues, as well as suggestions to improve our services in the future.

Ineffective Project Management:
     Complaint: Lack of coordination and project oversight.
       Our Solution: Choose companies with a proven track record of effective project management. Discuss project oversight and coordination processes, having all parties in agreement prior to project start date, as well as have communicated projected timelines, deadlines, and provide thorough communication upon the event unforeseen delays or changes happen to occur.  
 

Subcontracting Issues:
     Complaint: Lack of transparency regarding subcontracting work to other professionals or companies.
       Our Solution: We clarify subcontracting policies during the hiring and qualifying process, 
 

Inconsistent Pricing:
     Complaint: Discrepancies in pricing for the same services among different companies.
       Our Solution: We provide transparency in pricing structures and choose companies with clear and consistent pricing. We do our best to remain as consistent as possible in our pricing rather we utilize our own in-house professionals or subcontract other companies for the project, and do our best to provide clear expectations (including communication regarding room for pricing variations) prior to signing project outline agreements; all parties in agreement.
 

Unsatisfactory Warranty Support:
     Complaint: Difficulty in claiming warranty services.
       Our Solution: We clearly explain and provide in writing warranty terms and/or warranty timelines prior to accepting new projects.  All warranties are on a project specific basis and may be adjusted at our discretion as projects develop.  We've never had to provide warranty services, but we promise to provide Even Better services than were provided before, and will do everything within our abilities to make things right.*  

Inadequate Documentation:
     Complaint: Lack of detailed contracts and agreements.
       Our Solution: We operate on detailed contracts and/or written agreements that clearly outline project scopes, terms, and conditions to avoid misunderstandings; all parties in agreement prior to proceeding. 
 

Mismatched Expectations:
     Complaint: Failure to align customer expectations with the actual capabilities of the service provider.
       Our Solution: Clearly communicate expectations with all parties and ask for estimates and/or detailed quotes from our truasted services providers, as well as discuss any potential areas of confusion before starting the project to avoid all possible miscommunication and have written agreements outlining project, scope, expectations, & repercussions prior to proceeding. 
 

Failure to Obtain Permits:
     Complaint: Negligence in obtaining necessary permits for certain projects.
       Our Solution: Verify the company's understanding of local regulations. Request proof of permits and licenses before starting projects that require them.
 

Limited Technological Integration:
     Complaint: Companies lacking modern tools or technologies for efficient project management.
       Our Solution: We aim to further utilize and integrate property maintenance and project management software in the near future, and we are currently sourcing software and service providers at this time, in preparation to improve our services to our clients needs. 
 

Over Extension of Services:
     Complaint: Companies taking on more projects than they can handle.
       Our Solution: We prefer to ‘Under Promise and Over Deliver’ and do our best to establish clear timeless as best we can manage and ask the same of the professionals, clients, and businesses that we work with.
 

Unresponsive Customer Service:
     Complaint: Lack of a dedicated customer service team.
       Our Solution:  We take Customer Satisfaction Very Seriously.  As we continue to grow, we are dedicated to improving and growing a dedicated customer relations team and department that will further aid in establishing clear channels for communication that address questions and concerns promptly.

 

 

*Conditions Apply