Browse Forums Building A New House Re: Carlisle homes - our lesson learned 21Feb 26, 2009 11:11 pm I am really going to sleep now, but still want to say something to everyone here:
Hi brittany - the spiders are going to clean up all the bath rooms, we don't really care now Hi Building with Coral - thanks for the understanding Hi donuts - I think you get exactly what I thought Yes this weekend we are looking at the display from PD... Hi Annietom - I really don't quite care for what she said but at least we expected she said something positive to us at the first encounter, esp. after we took a long flight to Melbourne to meet her ! Hi wonderland - best wishes to your project and hopefully you go through with them well. Re: Carlisle homes - our lesson learned 22Feb 26, 2009 11:54 pm Manafull
I agree with you. I feel (only my personal opinion) that since you travelled 700km to the color consultation you should have been given a higher level of service, not to mention the size & price of the product you are buying. As to mum having to pick up the kid from school. Well, what can I say, Im a bit sinical. Not a bad exit from a customer who asking too many questions. And I bet she does not get paid to work passed 5.00pm. Ive expirienced the same low level of service. I think it wrong. This is the biggest spend in your life and they treat you like crap and make you feel like it also. I find if you ask to many questions they can answer they dont like it. I think you have to stick to your guns, "my money my call, see ya, Im off to find another builder" As for the manager, I work in management but in service industry. And I know I would be personally very disapointed if I losted a customer over this issue. No matter who many questions they asked. What these people dont understand id this is a life time commitment and bid dollars, we need reasuring, help & understanding in the process. But they dont get it. I hope you find a great builder you can work with and you get a home you love. All the best mate and take no Sh-t from them. KW............. “It's just as unpleasant to get more than you bargain for as to get less” George Bernard Shaw. Re: Carlisle homes - our lesson learned 23Feb 27, 2009 7:30 am Sounds like crappy service to me.
I'm not suggesting that work takes priority over family, but I'm a single mum and in the unusual situation that a client has come from interstate for a meeting, I'd make other arrangements for that afternoon/evening. Very difiicult for the client to come back the next day or next week to continue. Just an interesting sidenote on this, we had an appointment with M a while back and it was school holidays. Our appointment ran over, the manager's kids were bought to the office and another staff member watched them playing in Studio 501 (they have playstations set up and stuff) while our appointment continued. I was actually really impressed that they were happy for the meeting to run over, but most of all, I was impressed that the members of the company helped each other out and that the entire environment was kid friendly. Even for the client's kids, it was never a problem for DS to attend appointments, there's a DVD area to watch movies and the playstation area, and kids are welcome in the coffee shop:D One thing M get really right is the family thing. But back to the issue...... Manafull, customer service is obviously going to be a massive priority in order for this to run smoothly. Here's my suggestion. Rather than coming down to Melbourne and falling in love with a house and going through all this again. Have a look online at some plans, narrow it down to a few that you think suit you, then email the companies and explain your situation and ask them how they can facilitate the building relationship working for you. Build a few relationships with builders and get a feel for them. Then make a weekend to come down and meet a rep from each company at the appropriate display. (PD Brookvale or Bridgewood sound perfect, Simonds Villa Grande, M3tricon's Promenade with extra ensuite options..... there's a few). You then can make the decision based on the house and the relationship with the company. Not just on the display. That's how I'd do it in your situation. I leave you to fend for yourself, figure things out yourself. Terrence Malick Re: Carlisle homes - our lesson learned 24Feb 27, 2009 8:46 am Hi,
We are building with Carlisle and had some problems with the tender presenter - I still don't understand why they have a separate person for that role - they seem to know very little and basically just read the document to you - something you could do yourself. Our CLE sorted out the problems for us and took over finalising the tender for us instead of the presenter.We didn't finalise the tender for a few days after the appointment as needed to change some items. We have also had the operations manager involved in some issues but they have all been resolved satisfactorily. What were all your questions about? Meaning of the contract or things you had changed? We were sacked by M3tricon so fully understand your position - you need someone to work with you and fortunately the staff we had at Carlisle did that. Our sales rep, Nathan, was also brilliant and resolved issues for us as well. Dale. Building the Monaco 32 with Carlisle Homes Check out our blog for photos and progress reports: http://www.beigefreehouse.blogspot.com . Re: Carlisle homes - our lesson learned 25Feb 27, 2009 10:53 am Sorry to hear that Manafull. But I guess you're lucky in this regard that you were forced to pull out early. If they couldn't accomodate you at the early stage, what can you do later down the track when you can't even drop by and visit the site often to spot any problems?!? I'd be so angry to hear that kind of words from a General Manager!! After all, you're planning to build their biggest house they can offer!!! If they see your questioning is more important than the money that you're going to pass them, then, oh well, farewell poor service! I really can't understand how they can come up a comment like "you asked too many questions", "so you'd better go with other builders"! and it's from a GM!!! God!
Yes, I totally agree with Joels. Check out few of the builders on line first, get some more details from them and come down for a meeting. Maybe try some smaller builders, i'm sure the communication will be better with a smaller builder. If the CLE has to look after 1000s of customers, her service will drop compare to someone is lookign after a hand full of customers. Check out all these Vic builders: http://productreview.com.au/search.php? ... at_id=1941 and good luck to everything!! Re: Carlisle homes - our lesson learned 26Feb 27, 2009 6:27 pm Everyones build is different, and our build with CH was different than yours. Can I ask which office you dealt with? Who was your colour consultant and CLE? The head office had a tender presenter, dont know if he is still there.. but he was good.
Our colour consulant was very very helpful with opinion and advice. We didnt really have any issues with communication at paperwork stage. But Im probably like wonderland, not really that fussy. BTW, the Metro is HUGE and really nice! wonderland, which house you buiding? Whos your CLE?? You could have my one since you are south east.. What made them literally 'sack' you?? What questions did you ask? Maybe you had too huge criteria?? Built the Atlantique 37 Mk2 with Carlisle Homes - WE'RE IN!! Building thread: viewtopic.php?f=31&t=14413 ATLANTIQUE 37 MK2 PHOTOS THREAD - updated 22nd August '09 viewtopic.php?f=31&t=22399 Re: Carlisle homes - our lesson learned 27Feb 27, 2009 7:52 pm OK guys, since you are drilling down to things like "what questions we asked" and "who were handling our case" etc - well this is getting into the "black water", I can quickly cover these but got to be carefully of not to distress someones out there
So regarding the last questions we asked, which we still could not get the answers from them (instead, got the "go away" type of suggestion from their GM final email), see below: <Extract of last Questions to Carlisle Homes unanswered> " Can you please update the tender doc for the followings: 1. Remove the 3 phase power connection and change back to the Metro51 power connection as your display home in Lynhurst. 2. (As the tender consultant stated clear that: Carlsile Homes will not allow an external contractor on site to install air conditioning - customers will end up with either letting only Carlisle homes to install the airconditioning, or with no airconditioning system installed at all once the home is built. And if customers require Carlislehomes to install the airconditioning system, then this has to be put onto the tender documentation.) Given your stated restricted policy, we really have no much choice here. So please put back the airconditioning system to be supplied by Carliesle Homes, which need to be the best fit for the size of Metro51 (heating and evaporative cooling). However, can you also ensure that - the ground floor and upper floor should operate independently. And for the upper floor, there will be 3 subzones: Master bedroom, the Rumpus, all the rest of upper floor, see the following: ZONE 1: whole ground floor ZONE 2: whole upper floor, where: SubZone 1: Master bedroom; SubZone 2: Rumpus room; SubZone 3: All the rest of the upper floor area 3. Can you update the Item 5-2 with the followings dimension of the dwarf wall to the entry: 2300mm wide x 1400mm high x 550 deep 4. (Ironically this question was in fact from Carlislehomes preferred electrical installer, as we were engaging them for the home automation system) Can you clarify and address the following, please update the electrical plan if necessary: According to your latest scanned electrical plan, we can only find 3 x extra outdoor junction boxes on the plan you gave me. Is the fourth one the laundry light? If not, where is the fourth junction box located? 5. Can you clarify and address - where is the Double Power Point & the garden water tap located at the corner of the Sun Lounge at the East side of the house (see the question marked in the attached electrical plan here), please update the electrical plan if necessary: <A drawing of the diagram was attached here> Please send me the updated tender doc together with the electrical plan, after you address the above items. " </Extract of last Questions to Carlisle Homes unanswered> See the above questions ? Well, those were just pretty normal ones but we have just been sketching our heads many times and can't understand why all of sudden this company stopped responding to us Regarding "who were handling our case", well due to moral things I can't list their full names here, but I can tell you here that: The CLE girl: M girl; The Tendering girl: K girl.; The GM: G. guy We think the above 3 folks (esp. M girl the CLE) are still responsible to address the above outstanding questions. Funny though, when the G.M. wrote us the email after 2 weeks helpless waiting, we thought he might be explaining what happened and might be trying to help us to address those questions, instead, he said the followings - basically showing he indeed did not understand the problem and what we are waiting for them to answer: First he said he was proud of everything in Carlislehomes > Wrong answers!! What is this to be related to our questions ??? Secondly he said he couldn't satisfy our demand for options > Well, what are the options he's referring to here?? Know that one of our last questions was actually from their preferred home automation service provider !!! What did he mean?? Is this dude living in the Mars or living on earth still ?? Finally he said "we feel it best for both parties that you no longer proceed with your building intentions with Carlisle homes" - god - this is the official "go away" message to answer the outstanding questions from their customer traveling from 700km interstate to build the largest home with them. So in short, this last email from their G.M. indicated that he basically had no clues of what's happened and how to quickly resolve the issues. So it indicated to us that their management system is not working well here, so why we keep still taking the great risk to continue with them ?? Cut the string decisively and get out of the hell !! However, for those who have their experience totally different from us - please don't be much fuss on our ordeal, simply because you may well be on the other safe thread where everything is happy case to you. Maybe you don't come across any "IF" situation. Maybe you don't have that much questions as what we've asked them. Maybe you are happy with everything you've seen. Where as we don't have that much luck as you have, so that's why we are sacked by those dudes. Re: Carlisle homes - our lesson learned 28Feb 27, 2009 7:59 pm how bizarre, these are such minor things, sounds to me like something aint right over at CH A thankful person is a happy person. [/color]My hobby design blog: http://aviewondesign.blogspot.com/ Re: Carlisle homes - our lesson learned 29Feb 27, 2009 8:11 pm brittany Wow the metro 51 looks good but who is going to clean all those bathrooms No doubt a cleaner, I figure if they have enough money to build that size house they will most proberly have enough money to pay a cleaner, not so unusual. Building Thread viewtopic.php?f=31&t=13002 Site start: 8th July 2009 Handover: 11/12/2009! 5 months total build time. 40 sqs of luxuary...Bliss! Re: Carlisle homes - our lesson learned 30Feb 27, 2009 8:38 pm Thats very interesting.. I have dealt with G the General Manager before..
And yeah the questions were minor.. you need to know the answers, but why were they being so difficult? Built the Atlantique 37 Mk2 with Carlisle Homes - WE'RE IN!! Building thread: viewtopic.php?f=31&t=14413 ATLANTIQUE 37 MK2 PHOTOS THREAD - updated 22nd August '09 viewtopic.php?f=31&t=22399 Re: Carlisle homes - our lesson learned 31Feb 27, 2009 9:07 pm Guys...
'G' may be the General Manager... but I don't think he is the decision maker. I have dealt with 2 of the owners on many occasions and Dean (whom I personally dislike and have made this very clear to him and his fellow directors) appeared to be the least helpful whilst John was clearly trying. (these names are a matter of public record and can be found in lots of places by simply googling 'carlisle homes') Think of the letter to 'go away' as a blessing in disguise! Perhaps when 'G' saw the questions he immediatley thought of me They always said that they never wanted another customer like 'Matt Walker' ever again When I meet people now who are considering building with Carlisle Homes I specifically tell them not to mention me, my blog or anything to do with my build as it will only end in heartache... Besides all of this I am about to enter into another massive battle with them again... Move on and hopefully the next builder is a little more helpful. Good Luck! Matt Re: Carlisle homes - our lesson learned 32Feb 27, 2009 9:29 pm Manafull, were you dealing with the Sunshine office?
Which by the way happened to close today and move to their new office in Mulgrave, which I'm sure is just their other office. Does seem like something else has to be going on, because you didn't seem to ask anything different to what I could of or did ask. Re: Carlisle homes - our lesson learned 33Feb 27, 2009 9:50 pm Sunshine moved down to Mulgrave? What the!
Matt what is the next battle with Carlisle? Built the Atlantique 37 Mk2 with Carlisle Homes - WE'RE IN!! Building thread: viewtopic.php?f=31&t=14413 ATLANTIQUE 37 MK2 PHOTOS THREAD - updated 22nd August '09 viewtopic.php?f=31&t=22399 Re: Carlisle homes - our lesson learned 34Feb 27, 2009 10:32 pm Mal Manafull, were you dealing with the Sunshine office? Which by the way happened to close today and move to their new office in Mulgrave, which I'm sure is just their other office. Does seem like something else has to be going on, because you didn't seem to ask anything different to what I could of or did ask. Bit of consolidation me thinks .... Most companies would be looking at these sorts of things at the moment. Not a major concern at this stage I wouldn't think as always though dilligence is the key. Re: Carlisle homes - our lesson learned 35Feb 27, 2009 10:36 pm Salt&Pepper Sunshine moved down to Mulgrave? What the! Matt what is the next battle with Carlisle? Forgive me not 'sharing' with you S&P ... your reputation with information sharing in the past has not been stellar to say the least. Re: Carlisle homes - our lesson learned 36Mar 03, 2009 10:27 pm Guys, we are just back from Melbourne, from the weekend visit of the display homes there !!
And first things first, thanks to your messages and let me tell you my thought out of the question regarding why the folks (M.G. , K.Y. and G.S. ) from Carlisle homes did not answer my last questions - this may be because we were building the Metro 51 the largest home in their product range, and due to some unknown reason they might not be able to organise resources to build it in the short term. AND because we were asking too many questions in the past, and they might become tired of us. Yes we feel we are still very lucky to end up just spending only $850 on this builder and get away decisively and quickly to avoid the possible disaster. Now, let me update you what we got after spending our time in Melbourne last weekend. We basically visited Porter Davis Homes in Point Cook and Caroline Spring, we were considering the Atrium 36 but at the end, we felt in love with the Newtown 36 !! Yes we now in fact downgrade to build only the single storey house instead of double storey, simply because: We can't find any other double storey homes which is better than the Metro 51 (but Carlisle homes is hopeless in customer service and basic follow up work), and the Metriconhomes double storey range (but Metriconhomes is very expensive indeed and we gave up, though their CLE was quite good) To our surprise, the Sales (Damian) from Caroline Spring was so good and helpful in helping us to explain everything in the Newtown 36 display homes, and he even helped us to find the options which of lower price and better value... we could feel that he had continuously worked for long hours during the day before we came, but he was still able to maintain the pace in patiently explain things to us. We felt honest and respect from the help of Damian from Porter Davis, this is total different from what we got from the CLE and the tender girl from the Carlisle homes !! More over, Damian had also followed up and address all our questions (as we kept asking and changing many different things, after visiting their colour show room in Port Melbourne and their display house 3 times during Sat and Sun), and for yesterday (Monday) and today (Tuesday), we have all the questions addressed by him at our satisfactory level, what a man ! We felt a bit uneasy that it seems that he's working towards his limit when we receive his response at around 10:30pm yesterday night. Anyway, though we haven't yet started our tender appointment yet, but we feel confident enough for going through the upcoming process with them. Well, from our previous ordeal, it is really a joke for Carlisle homes to called themselves as "Real People", if they have the chance to look at the excellent delivery from Damian from Porter Davis homes !! We are very happy to put the deposit for building the Newtown 36 and we will be opening up a new topic for how we will go through the process with Porter Davis, for building our first home! Here, after spending thousands and working with 3 Melbourne home builders in the past, here is our summary: 1. Metriconhomes: we lodged $1,000 deposit with them, was trying to build the Liberty 42. We just decided stop and not to continue because their price of building the Liberty 42 to the display quality is very expensive. However, we think their customer service is good and the quality of their display homes is in fact the best over the others, and this comes in the much more expensive price. 2. Carlisle homes: we lodged $850 deposit with them, was trying to build the Metro 51. Should the CLE, the tendering girl and their General Manager (east area) have been respectful and good to us, we wouldn't have immediately terminated their engagement. We strongly felt that there are something wrong and not working in their customer service and support system. This could become a very high risk for the build. So this company is no go for us. 3. Porter Davis homes: we lodged $1,000 deposit with them last weekend. We are going to build the Newtown 36 with them. Though we are about to kick of the tendering process, we felt they are the right people to work with , these people really want to do business with you and they are genuine and helpful folks. We don't feel any regret of investing $1,850 more than the other people on the deposit, as we learned lots of things in the past many months. Comparing the money we are going to commit in the new home, this amount is just trivial. It is always good to share this with the community, particularly if anyone finds these useful from their own aspects. Re: Carlisle homes - our lesson learned 37Mar 03, 2009 11:02 pm Mal Manafull, were you dealing with the Sunshine office? Which by the way happened to close today and move to their new office in Mulgrave, which I'm sure is just their other office. Does seem like something else has to be going on, because you didn't seem to ask anything different to what I could of or did ask. I was dealing with the Carlislehomes Mulgrave office, the final official email asking us to "go away" was from the General Manager from this office. (however from his business tag he is only dealing with the east region) One of the immature guess of why they merge their Sunshine office, because they almost have the whole floor empty, where only 1/5 of the area is only for the very limited items display for the colour appointment, as from what we saw during our colour appointment. Re: Carlisle homes - our lesson learned 38Mar 03, 2009 11:14 pm Great news manafull!....Am glad that you found a builder that you are rapt with.
It's funny, l have found in the many months in preparing and planning for our build, that no matter how good a house design is, the fittings and furnishings or whatever are, if it just doesn't "feel right" from the get-go, then it's not. When we were tossing up between two builders (got them both to draw up initial floorplans) the first builder we went through, it just never "felt right." Same with the carpets and window furnishings.....both suplliers had exactly the same things, but the service at the carpet place wasn't very welcoming, didn't seem eager to help us or offer advice whilst the other place, made us feel very welcome, went out of their way to show us different options and explain things in full. Same experience with window furnishings mob. It seems apparent that your experience with PD "feels right" for you, and when you have that feeling you can't go wrong.......most of the time anyway Am looking forward to following your progress......post heaps of pics won't you. A floorplan would be a nice start Re: Carlisle homes - our lesson learned 39Mar 04, 2009 1:06 pm congratulations manafull! it's great that you found a builder that we hopefully work with you and meet all your needs (as opposed to working against you... ) we can't wait for that floorplan! 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 40Mar 04, 2009 6:14 pm Thats good to hear you have settled on another home and all is well!
Carlisle merged because they now have Spectra, a brand new colour selection centre at Mulgrave - have you seen Matts thread in General Discussion? Built the Atlantique 37 Mk2 with Carlisle Homes - WE'RE IN!! Building thread: viewtopic.php?f=31&t=14413 ATLANTIQUE 37 MK2 PHOTOS THREAD - updated 22nd August '09 viewtopic.php?f=31&t=22399 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 37150 Carlisle use to sneak a water resistant "Performance Solution" into their contracts. Have you checked your contract for same? 4 10252 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 23784 |