Basically I am interested in what companies are out there that handle every step of the process (apart from independent inspection/appraisal) in house and also push to keep the customer as happy as possible to keep them coming back to purchase more properties.

Stuff gets lost and you cannot really keep track of leads this way unless you convert it to a Database in which case you might as well just use a CRM or customer relationship manager.

Sure it seesaws depending on what you are doing ... but it would do the same if you were slavishly tracking it every week or month.If you are spending too much time worried about your own personal worth, you run the risk of not keeping the ship in best trim.

I too, work full-time.That aside, the poor decisions, non-responsiveness, exorbitant repair charges, lack of detailed answers to your inquiries, etc. are each potentially deal-breakers on their own but collectively, I'd absolutely be be jumping ship if it were my property.I haven't yet changed PM's or term'd a PM agreement so I cannot speak to the specific legalities but would certainly assume that if I were in your shoes, I would shop around NOW!

Providing excellent customer service to tenants is a focus priority for my company.

* Are there any significant customers?

Lenders are like customers and should be nurtured as well as paid back according to terms.  

All in all, it sounds like really bad customer service.

I am currently in customer service. 

There are a lot of other threads on this topic...Generally speaking, the consensus is that you should get a very detailed scope of work for what the buyers want (and what you'll customize), collect a very large non-refundable deposit upfront to cover the cost of having to redo all their customizations should they back out (and also being compensated for the lost time), and then be prepared to have the buyer micro-manage you throughout the process and mess up your schedule with change-orders and last-minute issues.Personally, I think that unless you have a lot of experience in this business, trying to customize a house for an end-buyer is going to pose more headaches, risks and wasted time than it's worth.