Builders are organised and can use all sorts of tricks to extract more money from customers. Some of the things I see are disgusting and immoral. So please, let's use this form and websites such as www.bestbuilder.com.au to rate builders. This way the builders that are good get more business and the ones that are bad get less business. This is the way it should be.
Builders, rather than thinking of new ways to stop customers voicing their opinion should be glad they are getting feedback so that they can improve their business for all concerned.
If all else fails for customers, then the courts come into play. The courts rightly side with customers since builders do this hundreds of time and should know bettter and there is no excuse.
And some suggestions for Heenly. You seem to have some happy customers and some unhappy customers. Find out what makes some customers happy and others unhappy. Then apply the principles that make happy customers to all customers. In the short term it may reduce your profits, but I know it will be better in the long run.