Ripoff Report Verified™ REVIEW:
EDitor’s UPDATE: Positive rating and recognition has been given to Panama Property Connection and Punta Pacifica Realty
for its commitment to excellence in customer service.
Ripoff Report’s discussions with Panama Property Connection and Punta Pacifica Realty have uncovered an ongoing commitment by both companies to total client satisfaction. This means that clients can always feel at ease in knowing that they are working with a company that puts customer satisfaction before profits. Panama Property Connection and Punta Pacifica Realty strive to build long term and long lasting relationships with their clients through their professional property management program which incorporates the latest state of the art technology to ensure the customers experience is always above par. [continued below]....
..... Panama Property Connection and Punta pacifica Realty put clients first and always strive to ensure all complaints are resolved quickly and used as learning experiences to prevent the same mistakes from occurring again. The relationship between a property owner and their property management company is based on proven results, strong code of operational ethics and full transparency and the customer experience with Punta Pacifica Realty and Panama Property Connection is based on those principals. Panama Property Connection listen to their customers, take action and ensure satisfied and happy clients.Ripoff Report Verified™ .. part of Ripoff Report Corporate Advocacy Business Remediation & Customer Satisfaction Program.A program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business.. The information provided in this report is based on comments made by Duncan McGowan during an onsite inspection held by a third party verification company with no biases toward Punta Pacifica Realty.
Punta Pacifica Realty offers a wide variety of services including real estate sales, property rentals, property management, and interior design.
Their company does a lot of business based on referrals. They also utilize online and print marketing in order to obtain leads for potential clients. If a client shows interest in a rental property, they are presented with a contract. After making an offer, it is presented to the seller and Punta Pacifica helps with negotiations. They act as intermediaries in the sale process, representing either a buyer or seller.
The most common complaint that their company receives usually is the result of something breaking or not working properly in an apartment that is being leased. A customer service representative will be assigned to the case and a ticket is opened. Next, a third party contractor or maintenance worker is hired to resolve the problem. Another type of complaint they often receive is tenants who submit a late payment. This results in the owner not receiving their payment on time. When this happens, their legal department follows up and enforces the lease. Either the tenant brings their account up to date or they are presented with an eviction notice.
When following up with customers, their company creates a ticket number for every issue that comes from a client. Once the problem is resolved, the ticket is closed and an email is sent to the client to ensure that the problem has been resolved. If it is, the ticket will be closed. If not, the ticket is kept open until a resolution has been met. They maintain a very professional policy to ensure that the lines of communication are kept open.
During the onsite interview, President of Punta Pacifica, Duncan McGowan was asked to describe a specific situation where a client was not satisfied with the level of service they received: “A tenant had a lot of issues with a leased apartment. They went in to fix the AC and refrigerator. During the two week period of time that it took to resolve the problem, the tenant was given free rent. The client was very happy and is actually purchasing an apartment, using us as broker.”
Since complaints were made on Ripoff Report, Punta Pacifica has hired two more customer service specialists. They have also started the process of opening tickets and having a CSR assigned to each ticket. They maintain the policy that the only way a ticket can be closed is when a client says they are happy with the outcome of the situation.
Punta Pacifica’s goal is to become the number one source of real estate for the Punta Pacifica Neighborhood. They try to achieve this by offering exemplary service in an open and friendly environment. They also have very specialized market knowledge for their niche neighborhood.
Mr. McGowan was asked to address complaints made on Ripoff Report regarding customers who felt as though they had been misled and ended up paying for things that they did not benefit from: “The company has received false complaints, so it is difficult to address the complaint and make the customer happy. One complaint is that an owner allegedly purchased furniture for an apartment and then Punta Pacifica Realty was unable to lease the apartment. But this is not true. Typically furnished apartments rent in 4-6 weeks after they are listed. A false complaint has been that someone said they bought furniture for an apartment in order to list it, and then they were never able to rent the apartment. If an apartment takes longer than 6 weeks to rent, they are put at the top of the list. Also, through specialized market knowledge they can advise owners about rental amounts. If an owner puts an unrealistic rental amount on an apartment, it can take longer to rent, but it is up to the owner throughout the entire process to decide whether to lower the price or keep a unit unrented. If apartments are priced within what the market will bear, it will rent in 4-6 weeks. The company gathers data and gives data to clients based on what has happened in the last 3-6 months. They gather data through public records for sales prices, rental prices, etc. No other company provides this sort of data to their customers. Everything is done in writing to protect buyers, sellers, owners and lessees.”
Punta Pacifica Realty is pleased to be a part of Ripoff Report's Corporate Advocacy Business Remediation and Customer Satisfaction Program. They are committed to customer satisfaction and they value honesty, integrity, and openness in all business transactions. They are dedicated to personal growth as well as actionable steps to increase their customer service abilities.
In order to “do whatever it takes” to make the client happy, their employees do whatever it takes to close out a ticket and resolve any issues that a client may have. During a weekly meeting, they discuss specific tickets that are unresolved and formulate a solution to solve the problem.
Their company feels that they need to continue to monitor payments being made on time; they have a multilayer system in place to make sure that this happens. They are not trying to hide from the public or from their clients. They have an office in the most prominent location in Punta Pacifica and the principals have bios on their website. In addition, Punta Pacifica is such a small neighborhood, all the principals live, work and know everyone in their neighborhood.
Panama Property Connection and Punta Pacifica's principal, Mr. Duncan McGowan, has informed us that his clients become his friends and neighbors and ensuring strong, positive relationships with them is his personal mission. Punta Pacifica Realty is the go-to real estate source in the small but exclusive Punta Pacifica neighborhood of Panama. "My office is in the heart of the Punta Pacifica neighborhood and this is also the neighborhood where I live and am raising my family. I bump into at least a dozen of my clients every single day. These clients have bought or rented a condominium through Punta Pacifica Realty and they are now my neighbors and friends, being able to stop and talk to my new found friends and neighbors is one of the high points of my day, I don't just sell real estate, I build relationships and we all live in the same small neighborhood. We have conducted hundreds and hundreds of transactions in this neighborhood and thats a lot of friends, I need to be able to always hold my head up high and I accomplish this by knowing that I have always operated in a fair, honest and ethical manner" says Duncan McGowan. As a successful businessman, Mr. McGowan feels it is critical to always find a way to resolve a complaint and if his highly trained team of customer service specialists cannot solve an issue than Mr. McGowan always gets personally involved to ensure he has another satisfied client and friend. The only way to live and work in the same small neighborhood is to always put clients first. Mr. McGowan walks to work every day in order to be able to say hello to as many of his clients as possible and to keep the small neighborhood atmosphere as friendly as possible. By always treating clients as friends Duncan McGowan plans to keep Punta Pacifica Realty as the number one property management company in Panama's Punta Pacifica neighborhood.
Another top executive of the company told us that Mr. McGowan's personal business philosophy towards customer service and client satisfaction is contagious, treating all his clients as friends creates a unique company atmosphere and gives an exemplary example to all of Punta Pacifica Realty's customer service specialists. Watching Duncan befriend his clients and treat them with honesty and openness is the best way to lead by example and show that that Punta Pacifica Realty's clients first culture is nor just words, it is actions and they start with the owner and work their way through the whole company. Some of the other things Rip-off Report learned in the course of its investigation: typical customer feedback reads: “Punta Pacifica Realty and Panama Property Connection are the best communicators I have ever dealt with and respond quickly and professionally to all my queries and concerns. They ensure that buying real estate in a foreign country becomes an easy and pleasant experience. They took their time to explain all aspects of the Panama real estate market and give me fantastic information, advice and guidance to ensure the whole transaction was a pleasant experience. It felt as if my best friend was the Panama real estate expert and guiding me through the process. I know have a fantastic property management company in Panama and great friends in Punta Pacifica Realty." Panama Property Connection and Punta Pacifica Realty / Statements from the team.
Punta Pacifica Realty’s property management team have expressed that they love dealing with clients and ensuring the best and highest quality experience available in Panama. "
I have seen Mr. McGowan take personal interest in a client and walk out of the office with them to give them a full tour of the Punta Pacifica neighborhood and show them a dozen apartments that fit their criteria. They came back in the office hours later joking and laughing like old friends. Sometimes its not until they are sitting to sign a contract that they realize that Mr. McGowan is the owner of the company and just spent the whole afternoon befriending them and showing them apartments, its the most incredible thing I have ever seen." ~ The property manager at Punta Pacifica Realty stated "
Our entire compamy is built on systems to ensure that nothing slips through the cracks, its the only way that we can keep track of several hundred clients and ensure nothing goes wrong states the operations manager. Of course we do occasionally have something slip through the cracks but our commitment to customer satisfaction ensures the situation is dealt with quickly and any and all client complaints are quickly resolved. We're only human and will make mistakes, while we try to minimize these through our systems we do realize that nothing is infallible. However its how we respond to those issues that makes us special and makes doing business with us a real pleasure for all our clients."
Punta Pacifica Realty takes employee satisfaction seriously as well. They have a team meeting every Monday morning to plan for the week and receive employee feed back and discuss any problems that might need immediate attention. The team concept and spirit is binding and everyone is always prepared to go the extra mile to help a team mate resolve a problem. On Wednesday mornings Punta Pacifica Realty sponsors a team breakfast and offer special customer service and personal growth seminars. Punta Pacifica Realty's greatest asset is its team and ensuring a strong happy and supportive team is the secret to great customer service and great success. A unique concept for the team is the gratitude box where you drop a quick thank you note to a colleague who helped with an issue or problem or maybe just brought you a treat that day. Its a fantastic and supportive work environment which is felt by all Punta pacifica Realty and Panama Property Connection clients. Rip-off Report was pleased to learn that Panama Property Connection and Punta Pacifica Realty’s past and current approach to business is focused on its pledge to total commitment towards client and employee satisfaction. STATED IMPROVEMENTS FROM PANAMA PROPERTY CONNECTION AND PUNTA PACIFICA REALTY.
Panama Property Connection and Punta pacifica Realty recognize that complaints posted on Ripoff Report (whether true or not) are issues that need to be addressed, not ignored. If handled correctly, complaints can be valuable learning opportunities. With the feedback generated by Ripoff Report’s Investigation Panama Property Connection and Punta Pacifica Realty have made organizational changes allowing its clients and employees a more streamlined approach to problem resolution and a commitment to a great client experience. Both companies now require all customer complaints that can not be immediately resolved by their customer service representatives to be immediately escalated to senior management. Once an issue is identified by senior management they must quickly analyze and act quickly to resolve the problem. As owner of the company, Duncan McGowan ensures that he will personally get involved in any customer complaint that cannot be immediately resolved.
In summary, after our review, which included discussions with Mr. McGowan, Ripoff Report is convinced that Panama Property Connection and Punta Pacifica Realty are committed to quality delivery of services resulting in total client satisfaction. Read more about why consumers should feel confident when doing business with a member of Ripoff Report's Corporate Advocacy Business Remediation & Customer Satisfaction Program. Yes, it’s a long name for a program that does a lot for both consumers and businesses alike. Read about Rip-off Report Corporate Advocacy Business Remediation & Customer Satisfaction Program, a program that benefits the consumer, assures them of complete satisfaction and confidence when doing business with a member business. this program works.
As a matter of policy, when a business becomes a member of the Corporate Advocacy Program they agree to allow Ripoff Report to contact every client who filed a complaint so they can make things right with them. In order to confirm that the complaints were resolved, Ripoff Report is copied on all responses so we can insure that the member business did right by their customer. NOW TO THE ORIGINAL REPORT THAT WAS FILED