what are the reasons you chose this builder? floorplans? inclusions? If so far you've only spent on the soil test its still not too late to move on. I would be tempted to send a written complaint and take it from there.
Good luck
Browse Forums Building A New House Re: H**l*y customer service just gets worse and worse..... 23Jul 24, 2007 12:06 am Kevin, we too are building with Henley (at frame stage), and have so far had a vastly different experience to the one you're going through.
I suggest that you don't get too worried when dealing with CSRs. Just make your intentions clear to them, and remember apart from the $500 odd dollars you have nothing to lose. If you're not happy then walk away - nothing's worth the amount of anguish you're going through. Generally, on this forum, I hear a number of negative comments re Henley, however I'm yet to see this 1st hand - and this is even after signing contracts. For us, it's a case of so far so good. Good luck with the rest of your journey. Re: H**l*y customer service just gets worse and worse..... 24Jul 24, 2007 7:01 am Whatever company you deal with, whatever their intentions, whatever their customer care policies, in the end it comes down to the individual you are dealing with - how are they feeling today? Do they want to help you? Do they care?
To overcome this individual attitude you need to draw attention to your situation at a higher level. You can write to the MD, you can ask for your CSR's boss's name (and then his/her boss's name etc., etc., if that doesn't work). But if it was me.... I would go to their office either the main reception or Cosham which is more public, and stay there until I got things sorted. I would refuse to budge unless I was heard and my concerns were addressed in writing. Overall Henley is a very good company that does not insist that its name is in ***** - and that demonstrates their corporate attitude. Sometimes they are deaf... shout louder. Ed If I write "I" please read "We"! Be good. Re: H**l*y customer service just gets worse and worse..... 25Jul 24, 2007 8:34 am Ed,
I agree. The fact that Henly does not insist that its name is in *******, gives it a great vote of confidence. As I've said before, any company that does not open itself up to scrutiny (that is, allows commentary on forums without blanking out its name) would never get my business. Cheers, Casa Re: H**l*y customer service just gets worse and worse..... 26Jul 24, 2007 6:37 pm stewie..whereabouts are you building?
Initially we were going to go with PD - as mentioned on previous posts - but may be leaning toward Henley as we feel that that they offer more 'bang for your buck' so to speak (better quality inclusions in my mind).... ..and...kevin... can you explain that 15% rock 'rule' if you can? - My understanding (from speaking to the sales rep. yesterday is that there is a provisional rock allowance cost set - say $5000 then if they do hit rock and cost is $20000 you pay 15% + 25% builders commission on top of that....is my understanding correct? Re: H**l*y customer service just gets worse and worse..... 27Jul 24, 2007 11:00 pm fojean,
we're building in the south eastern suburbs (deceased estate - 10 yrs old), and as mentioned so far so good. even recently had a change in customer service rep which has turned out to be a smooth transition. we have frame inspection coming up soon, and will be requesting the services of an indpendent inspector to assist. Re: H**l*y customer service just gets worse and worse..... 28Jul 24, 2007 11:05 pm Base on your example, you will pay :
$5750 + 25% of ($5750) = $7187.50 On a separate note, H**l*y today as agreed to put this clause in the tender document. fojean stewie..whereabouts are you building? Initially we were going to go with PD - as mentioned on previous posts - but may be leaning toward Henley as we feel that that they offer more 'bang for your buck' so to speak (better quality inclusions in my mind).... ..and...kevin... can you explain that 15% rock 'rule' if you can? - My understanding (from speaking to the sales rep. yesterday is that there is a provisional rock allowance cost set - say $5000 then if they do hit rock and cost is $20000 you pay 15% + 25% builders commission on top of that....is my understanding correct? Re: H**l*y customer service just gets worse and worse..... 29Jul 24, 2007 11:11 pm Stewie, are you building with Northridge homes?
I am asking cos a friend of mine built with them (after contract signing it became H**l*y) and it was great! Hence the referral. The CSR/Tenderer they had were located in a different place though and in comparison more flexible. Stewie Kevin, we too are building with Henley (at frame stage), and have so far had a vastly different experience to the one you're going through. I suggest that you don't get too worried when dealing with CSRs. Just make your intentions clear to them, and remember apart from the $500 odd dollars you have nothing to lose. If you're not happy then walk away - nothing's worth the amount of anguish you're going through. Generally, on this forum, I hear a number of negative comments re Henley, however I'm yet to see this 1st hand - and this is even after signing contracts. For us, it's a case of so far so good. Good luck with the rest of your journey. Re: H**l*y customer service just gets worse and worse..... 30Jul 24, 2007 11:15 pm kevin Stewie, are you building with Northridge homes? I am asking cos a friend of mine built with them (after contract signing it became H**l*y) and it was great! Hence the referral. The CSR/Tenderer they had were located in a different place though and in comparison more flexible. Yep we signed with Northridge just before the name was taken over by Henley. I don't see why / how this would make a difference, as all stages - e.g. tender were completed with Henley. Re: H**l*y customer service just gets worse and worse..... 31Jul 25, 2007 9:02 am Stewie fojean, we have frame inspection coming up soon, and will be requesting the services of an indpendent inspector to assist. Stewie, any thoughts on who you might use yet? Re: H**l*y customer service just gets worse and worse..... 32Jul 25, 2007 10:13 am Hi Stewie,
As an addition to Matt's question, how much does it cost to secure an independent inspector to inspect the frame stage, or is this something Henley will arrange with you? Re: H**l*y customer service just gets worse and worse..... 33Jul 25, 2007 10:34 am hi bry&cbear - lots of discussions and recommendations of inspectors here:
https://forum.homeone.com.au/viewtopic.p ... =inspector I'd never get the builder to recommend an inspector - they may be in cahoots! Re: H**l*y customer service just gets worse and worse..... 34Jul 25, 2007 10:42 am stonecutter1309 I'd never get the builder to recommend an inspector - they may be in cahoots! Exactly! Hence the reason for an independant inspector. Re: H**l*y customer service just gets worse and worse..... 35Jul 25, 2007 11:15 am bry&cbear Hi Stewie, As an addition to Matt's question, how much does it cost to secure an independent inspector to inspect the frame stage, or is this something Henley will arrange with you? At this stage i will be using new home inspections. http://www.newhomeinspections.com.au/7.html Kevin is a switched on guy and was really helpful over the phone. The prices are on the link Re: H**l*y customer service just gets worse and worse..... 36Jul 25, 2007 6:46 pm mattwalker Stewie fojean, we have frame inspection coming up soon, and will be requesting the services of an indpendent inspector to assist. Stewie, any thoughts on who you might use yet? Will be using Kevin from New Home Insp... He's been very helpful over the phone, and we haven't paid him a cent yet. We'll see how it all goes. Matt (and others in teh same boat) what stages are you planning to use an indpendent inspector? My plan is Frame/Pre-plaster & Pre-handover. The way I figure it's a small price to pay for a lifetime investment. Re: H**l*y customer service just gets worse and worse..... 37Jul 25, 2007 7:11 pm Probably a Pre plaster and depending on whats found there I will use my discretion on the rest! It was a good meeting 38Jul 25, 2007 8:43 pm I thought I'd provide an update to my initial posting for the benefit of everyone who has been tracking this thread. The replies and personal messages I have been receiving so far has been very encouraging; thanks.
I had been contacted by the management team from H**l*y through my posting in this forum and I met with them this afternoon. They had kindly offer to meet me at my preferred time and place to help clear the air. This meeting had helped re-instill my faith in them and provided the much level of transparency within the organisation I had initially hoped for. With that in mind, I have proceeded with the signing of the tender documents and I am looking forward that it will be all uphill from now. Re: It was a good meeting 39Jul 25, 2007 9:00 pm kevin I thought I'd provide an update to my initial posting for the benefit of everyone who has been tracking this thread. The replies and personal messages I have been receiving so far has been very encouraging; thanks. I had been contacted by the management team from H**l*y through my posting in this forum and I met with them this afternoon. They had kindly offer to meet me at my preferred time and place to help clear the air. This meeting had helped re-instill my faith in them and provided the much level of transparency within the organisation I had initially hoped for. With that in mind, I have proceeded with the signing of the tender documents and I am looking forward that it will be all uphill from now. Downhill would be better It's sad to note that it took so much effort. It also shows the power of forums like this. Let us know how you go. All the best. Re: It was a good meeting 40Jul 25, 2007 10:22 pm kevin I had been contacted by the management team from H**l*y through my posting in this forum... *Taking notes on how to get project builders to respond.* [sneakersss] the conduit would need to be undamaged regardless of what network is in play. The conduit needs to be able to have fibre run through it. NBN and Opticomm are just… 4 2868 Does anyone have a suggestion for a good hydronic in slab heating speacialist who may be able to help me with an existing system and wether or not it may need a seperator… 0 4868 |