Browse Forums Building A New House 1 Feb 26, 2009 9:44 pm Please see below for the summary of our first and also the last experience with this home builder. You may have totally different experience, but here is just for you to share...
The home we were trying to build: Metro 51 - the largest home they are offering The Outcome: We had no way but decided to cease the tender process with them after waiting for over 2 weeks with no updates from them. At least after 2 weeks of no response from the Custom Liaison Officer and the tendering officer, we finally got the very short email from the General Manager suggesting we should go for other builders because we were asking too many questions. At least, we finally got the response from someone from this company after we've been waiting for almost 2 weeks without any clues of what's going on during the final stage of the tendering. Background: 1. Before we went to the color appointment with this company, we mentioned several times to the "customer liaison executive" - that we are living from the other state at the moment but we'd appreciate their assistance on any facilitation of the meeting time for the color & tender appointment 2. We were planning to build the largest home - Metro 51 with them and we expect them be able to address our questions and concerns along the progress Summary of our end experience during the tendering appointment: - We don't quite feel the "Client Liaison Executive" able to provide basic care to our concerns and questions along the process - From the day 1 (color appointment) despite we came the long way down from other state to Melbourne to visit her in the office, we were quite surprised that she could said to us that she had her kid to pick up at 5pm and therefore would not be able to look after us anytime after that - this is the rudeness indeed at the first encounter; - Also from the day 1 during the end of the color appointment at the lunch time, this lady became very aggressive to us when we asked her about some items in the upcoming contract preparation, whose manner in fact effectively stopped any further questions from us. - During 4-6 Feb, when I cut short my holiday and returned back from overseas to meet the tendering lady, the "Client Liaison Executive" was not even able to understand my situation and in fact did not facilitate in allocating much of the tender time in walking me through the tender process. Further, the "Client Liaison Executive" even FAILED to show up to meet me in the office to address my other questions at all, during my 3-day-stay in Melbourne. During the critical last day 6 Feb, it was me the customer who was begging her to let the tender to stay on to work through some of the items not yet done. - And, this "Client Liaison Executive" all of a sudden failed to update us with any status of the remaining items of the tendering, and failed to follow up any of our questions, for 2 weeks, until we had no other options but ended the business with the company. - The tendering lady is lack of care for details, in following up and answering customer's questions: - During the tendering, from many occasions she was not able to pin-point and address all the questions we asked in our emails. For example, we sent her 3 emails in asking questions, at last she only dropped us a very short email which contained only short and ambiguous answers, which only referred to the last email we sent, by skipping all the questions in the other 2 emails. Also during the tendering, from many occasions she was not able to explain the contract terms in the clear fashion to us. And finally, this tendering lady all of a sudden failed to update us with any outstanding items remaining in the tendering, and failed to follow up any of our questions/concerns, until we ended the business with this company. - The escalation channel and the General Manager: It seems there is no channel in this company for customer to escalate their concerns. No one in this company seems being able to listen, follow up and address our complaints, even after we escalated to the senior staff members via their phones (the sales consultant and his manager), as well as via the office phone line. In the very short message from the General Manager, first he told us he was very pride of his company on everything (again without understanding and even addressing any of our frustration), secondly he said to us because we were asking too many questions, we'd better go for other builders instead of continuing with them (so this was their finally solution, arrrhhhh that was the END !!) Given the above ordeal, our confidence in doing business with this company, especially in building such a large home, has been seriously weaken. We are really in doubt, as being demonstrated by the people from this company - that this company is really able to promptly follow up and address any concerns at all, especially in building such a large home. That's just like a very risky gambling without any solid feeling. With our ordeal, it is really a joke to see they pride themselves as "Real People" Our overall experience with this company: 1. Very poor customer service - still a long distance to live up with "Real People" 2. Virtually no effective channel for issues escalation; 3. Small-medium size builder with very limited options to choose from - they have a whole floor almost empty for the colour appointment, only letting 1/5 for displaying some options for you to choose from, most of them are "extra to pay" (4/5 of the floor is empty!!). 4. Be warned you may simply get dumped and gagged without any notice if they think you are asking too many questions. So in short we had no way but simply stopped at the tendering process, after 2 weeks no response from this company. We, also along with our many other friends who have the intention to invest in Melbourne, also agreed that we are in fact a bit lucky to make the full brake earlier, after spent only $850 for the lesson - otherwise we may even be facing the risk of losing thousands, if we engaged this company any further down the track. This is only a $850 lesson we've spent on this company, and it is big enough for us to stop and rethink. What we got out of this lesson was that - when shopping around for building your dream home, don't just look at the lush display, it's better to carefully check their customer service capability, especially check to see if there are any escalation points/channel, how the company is able to pinpoint and respond to your questions patiently and promptly, check the human factors !! Re: Carlisle homes - our lesson learned 2Feb 26, 2009 10:10 pm I understand your frustration and do not doubt that there was a lack of customer service from the company. However my only comment is that, in regards to the colour consultant having to pick up her child at 5pm, give the girl a break - who knows, she may have been a single mother like myself and if she has to pick up her child at 5, she has to pick up her child at 5, no if's but's or maybe's about it. I'm sure any parents on this forum will understand where I am coming from, just as they will understand your frustration with the companies lack of service. I really do hope you find a more suitable builder who can assist you with a long distance build, good luck! 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 3Feb 26, 2009 10:21 pm I am not complaining her message of "picking up her kids", but obviously this is not something to be spoke out by a "client liaison executive" - a should-be-qualified customer service personnel !! She might have handled this in a better way, also considering we have already planned this trip weeks ago with her and she fully understood our situation - that's described in the "Background" of my message - we are traveling over 700KM to Melbourne to meet her !!
However the above was just a small thing, can you still be OK after all of a sudden we had no update from her, to address our outstanding questions in the tendering for 2 weeks without any reasons? Are you still be OK after she knew (weeks beforehand) I would cut short my overseas holiday and came to Melbourne to meet her to sort out outstanding tender items but she only allowed limited time to go through the tendering with me? Even she did not show up to meet me and talk to me during my stay in Melbourne !! Is this something to be delivered by a "Client Liaison Executive" ? Welcome any further thoughts... Re: Carlisle homes - our lesson learned 4Feb 26, 2009 10:34 pm As I have acknowledged, there was obviously quite a number of issues with this particular sales rep that led to your decision to end your dealings with the builder. However, regardless of your situation and how far you travelled to the appointment - her child still had to be picked up, at least she was honest with you about her situation and gave you a reason for her needing to end the appointment at 5. Just because she's your sales rep doesn't mean she doesn't have a family and a life of her own to organise aswell! But, as you have stated, there was a number of incidents that contributed to your frustation, at least you had the guts and the initiative to pull out early before you lost any more money! I am building with Coral in QLD and have just changed sales consultants (from a mobile rep to my local rep) as the service offered by my local rep was definitley superior, the mobile rep called me once in 3 weeks, my local rep has called me 3 times in 4 days! yay! so as you have suggested, making sure you are dealing with a consultant who is understanding of your needs and your lifestyle and can accomadate is a good idea! 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 5Feb 26, 2009 10:35 pm Reality check - the best way to build with some (not all) of these companies is to sign on the dotted lines and don't buck the system. This is not how we as individuals operate. We are making the biggest investment in our lives and we want to be in control - not part of a massive process where you get treated with disdain at best if you ask too many questions. And if the girl who worked at Carlisle gets complaints everyday she probably hates her job and doesn't care how she treats the clients anymore. Oh and I am a mother and know all about that "I have to leave now" attitude whilst driving to do the school pick up doing twenty phone calls. The pick up takes priority over anything. Fi has moved in!! Re: Carlisle homes - our lesson learned 6Feb 26, 2009 10:39 pm thanks brittany All i was trying to say was that yep, we are spending a ****load of money on this, and is isn't appropriate to not contact a client for 2 weeks - but someone has got to pick the kids up! 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 8Feb 26, 2009 10:43 pm I am sorry you had this experience manafull
I am a mum too and yes the pickup takes priority, but I would NEVER start off a meeting with a potential customer by stating that it's very rude I think, and shows what poor organisation skills she has. If she knew that manafull had come from interstate especially for the meeting then she should have re-arranged her schedule in order to give him/her the time s/he needed to go thru the tender properly and still be able to leave at 5 to pick up her child without having to rush things. "Your emotions are the slaves to your thoughts, and you are the slave to your emotions." — Elizabeth Gilbert Living in our new house. Currently scaping the land. Re: Carlisle homes - our lesson learned 9Feb 26, 2009 10:44 pm I wouldn't give a rat's ** about needing to pick up her kid, seriously, that's her problem - not mine. I have a hectic life too, but I don't make my problems everyone else's. Having said that, the reality is that she probably normally finishes work at 5pm and has made prior arrangements accordingly. I don't think that was smart considering an interstate client was coming to see her, what if she ran late??
I guess with their overall treatment from Car, it was a collaboration of poor service that meant even wanting to knock off at 5pm to pick up her kid was not good enough. I can understand that. But as an isolated incident, I wouldn't really give it a second thought... Annie A thankful person is a happy person. [/color]My hobby design blog: http://aviewondesign.blogspot.com/ Re: Carlisle homes - our lesson learned 10Feb 26, 2009 10:45 pm yep manafull - sorry to get sidetracked let's focus on moving forward, do you have any other builders in mind? Also what are the dimensions of your block? I think that Metricon has some great big designs like the Denver, and they have some awesome promos at the moment ($46,500 woth of extras for $2,900 )[/i] 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 11Feb 26, 2009 10:46 pm Manaful I do feel for you. The next company may not be any better than this one. I found at the point where you are completely frustrating and time wasting. It does get better - well it did for me. Maybe you need to hire a builder directly so you can have direct contact. The company you were/are going to use will just appoint a supervisor who will have a massive workload and barely be able to get around to answering everyones questions. If you're this frustrated now then cut your losses and find a company/builder that fits. Fi has moved in!! Re: Carlisle homes - our lesson learned 12Feb 26, 2009 10:46 pm that was supposed to say big m, sorry... 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 13Feb 26, 2009 10:49 pm Indeed - Building with Coral, well the most frustration is not only just for waiting for 2 weeks without any reply from them, the point here is that their general manager (after I escalated to him via his office reception line), did not get back to me until 4 days later, with the short email message suggesting we'd better get other builders because we were asking too many questions etc.. Well here we were just waiting for the update of the tender process, esp after such a long time, but not ready for these words. It is really important to work out the tender together (communication !!), instead of one-way blindly way and hard push from us.
Why we can't be allowed to ask questions in the tendering? This seems not quite right, especially you are going to commit thousands in your life !! Re: Carlisle homes - our lesson learned 15Feb 26, 2009 10:51 pm that is true donuts & annietom, and i do think the service sounds crap and unprofessional, she really should have organised probably at least half the day if not the whole day to spend with manafull - regardless of how busy she was, manafull was going to be building a 51 square house this is my house x 2.5 definitly a customer she should have invested a significant amount of time with... 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 16Feb 26, 2009 10:56 pm i do agree with you manafull, (sorry to get sidetracked ) unprofessional service and i really cannot believe that when you escalated the problem to senior management they just told you to "talk to another builder because you asked too many questions" I would be very angry if I were you, and I completely understand why you started this thread, I think Annietom had a look at Carlisle but maybe not now... 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 Re: Carlisle homes - our lesson learned 17Feb 26, 2009 11:00 pm Thanks everyone for the comments!!
Well let me go away and sleep for now We will be visiting Melbourne again this weekend ! As we are just restarting the journey to hunt for a good home and a better builder. We won't like to give up the dream yet !! I agree that many massive builder are similar to each others these days (Carlisle homes is not as large as others though plus their whole color display floor is almost EMPTY for their customers to choose from), but we will be more careful on the human factors as well as the display house itself. We will update this blog with the upcoming progress. Cheers. Re: Carlisle homes - our lesson learned 18Feb 26, 2009 11:03 pm I am currently in the tender stage with CH. And maybe I'm just not a fussy person, but I've had no issues with them as yet.
Having said that, I'm not sure whether CH works differently to other builders or if its the norm, but I've only spoken to my Client Liaison Executive about twice. Once when she called to introduce herself, and second when i had to change the date of my colour appointment. The colour appointment was with someone else, the tender appointment was with someone else again. So what does the Client Liaison Executive actually do? And she doesnt really reply to my emails, altho my emails are usually to tell her to add things/quote onto the tender contract, so I guess I dont really need a reply. But it would be nice to get an acknowledged email to say that she did receive it and its been done for me! Hope you find a builder that you are happy with. Idiots are fun, that's why there is one in every village! - Dr. House - Re: Carlisle homes - our lesson learned 19Feb 26, 2009 11:04 pm good luck with the search this weekend manafull. Try PD's Brookvale, it is as big as your Metro and has lots of bathrooms too "Your emotions are the slaves to your thoughts, and you are the slave to your emotions." — Elizabeth Gilbert Living in our new house. Currently scaping the land. Re: Carlisle homes - our lesson learned 20Feb 26, 2009 11:07 pm good luck! keep us updated 2014 - Prepping to build the Soho 4 with Plantation homes, industrial style 2009 - Built the Brampton with Coral Homes viewtopic.php?f=31&t=15399&start=280 We were lucky in that our old house was so small (86 square metres) compared to the new house, they were able to take enough readings around the old backyard house before… 8 37143 Carlisle use to sneak a water resistant "Performance Solution" into their contracts. Have you checked your contract for same? 4 10222 of course there are legal avenues. You've already mentioned it. Sue them. I find it odd that lawyers wouldnt be willing to take on the case, given CCT evidence and… 1 23765 |