My guess is that ‘Toxic’ has a really effective business development unit. They probably also lowball the price, planning to make their actual profit from lots of hours, insurance ‘commissions’ and other kickbacks from suppliers.
The worst strata manager I’ve dealt with worked for a big, supposedly reputable firm – who’d given us a good tapdance at one point. What made him ‘worst’? Literally no communication with the committee – didn’t reply to emails or respond to phone messages; sacked our cleaners to appoint his mate; didn’t pay any of our bills (we found out when we got the ‘notice to disconnect’ from the electricity supplier).
Talking to ‘management’ got nowhere until I phoned the CEO’s office and made it clear this had to be sorted out. But even then, they wouldn’t own the screwups, offered pathetic compensation (waiving their fee for a month…after months of frustration and inaction).
Sadly, that’s the business model: sign ’em up and give ’em rubbish.