Browse Forums Building A New House Re: Burns Beach build no. 2 - Home Group WA 21Nov 13, 2014 9:47 pm I had so hoped that my next post was going to be one of positivity and photos and I have been holding off as am a believer in “ if you don't have anything good to say don't say anything at all” but we need to share how we have been treated as customers by Home Group WA. Last I left we had a solo brickie start 8 weeks from slab, this build was severely delayed at paperwork stage signed up nov 13 told keys nov 14, Oct 14 we were still on bricks. Good management would expect maybe not to put a solo brickie on this build and not be delayed even further. Incidentally the home group home round the corner had slab laid after ours and had roof cover and grey float whilst we were still plugging away with bricks - very frustrating. We live literally a few hundred meters from the build so my mum drives past daily, however only ever stopped once when the SS was there. Mum is very non confrontational and was always happy to see someone there working and he was doing a good job. HGWA twice told us the brickwork would be complete at the end of the week, not because we asked, just them setting there own deadlines which they never met. Then came INCIDENT 1 !!! I had been in Fiji for a week and dad said roof timbers were being delivered Monday and brickie would be finished. Saturday morning I took my dog for a walk and went past the block, I noticed the brickie there and he had 2 guys helping him which was a first. I said good morning and asked if he would be finishing up today. He said NO and them proceeded to rip into me. Told me he was sick of seeing my mother drive past everyday and he had told HG to keep the owners away from the site! WTF? We never go to site when he was there, only once when my mum saw the SS. I was shocked at how he spoke to me and told him my mum had to drive past as we lived here and don't people do that all the time when they are excited by their build! I told him we had no issue with him at all he was doing a good job just disappointed in HGWA timeline and their choice to put a one man team on an already severely delayed build. Brickwork took 7 weeks. He was incredibly rude and his anger was unjustified. I really won't have anyone being so negative about my mother. This incident lasted all of 3 mins and I continued walking the dog in disbelief. I emailed the CLO, a joint decision my folks and I made. At first I got an apology on his behalf but she was quick to point out they were on schedule - really??? and I shouldn’t talk to tradies. Then came INCIDENT 2! The next day my parents got a letter in the post from HGWA stating " Inteference of Site" by owners/daughter and it went on to quote clauses from the contract saying we may not be on site etc etc. it was the most aggressive letter we have ever received. We felt like criminals who had done something illegal. My mother and father were shattered and quite frankly it brought both my mother and I to tears by its harshness. I was dumbfounded. Is this customer service?? I have just built with Dale Alcock as most of you know had a wholly positive build with fantastic CLO/SS relationship. Actually the DAH CLO mentioned she wished all customers were as understanding as me!! This is a whole different ball game! We were stunned all weekend and my poor dad said to me "I prayed about it last night and we need to reply but I can't handle this negativity surrounding this build constantly.” My mum emailed the Construction Manager who the letter was from saying she was shattered to receive this letter. The reply from Home group was that builder told a different story and said he had to pack up and leave site he couldn’t continue working. Seriously, what possibly in a 3 min conversation could have led to him to saying that? He was clearly making it up as a few hours later they were all still there laying bricks. However Home Group didn't consider this may be a tradie with an agenda looking for an extension to his deadline. No, they chose to be very heavy handed with us and further alienate an already disappointed client desperate for some positivity. So that was 3 weeks ago. We had started to smile again and even though there had been virtually no communication from HG we didnt care because it was clear they were delivering. ☺ Tradies every few days, great progress. ☺ Of course mum no longer drives past, she takes another road so they don't see her, she's too scared it will upset someone. Anyhow Happy Days, starting to allow ourselves to get excited again. When the CLO called yesterday to say roof cover had completed dad asked her to pass on a big thanks to SS at the great progress. What difference a day can make. We had to phone and ask a question today. Big mistake, don’t bother HGWA as clients are clearly a burden in the process. Let's call today ICING on the CAKE! We have found our CLO quite condescending in her tone and very eager to express the inflexibility of HGWA. Once before mom had asked for change to splashback but mum put up no argument when flatly denied. So today the question was: “Um, we noticed the electrician has put the dining light pendant too close to the kitchen Island and not as per plan, please could we request it is moved slightly to the left.” Reply said : We cannot make any changes, blah blah blah. Mum said “ We re not requesting a change just need it to be moved because its not as per plan. Please could you ask the SS. Reply: I will ask but I expect the answer to be no AS I SAID BEFORE it is to the electrician’s discretion where to put it etc etc Customer service, approachable builder……… ☹ Someone earlier was asking about recommendations and whether DAH was worth the ‘extra” to other builders. In my experience a hundred times over. You may get same pool of tradies and even have similar finishes but throughout my build I had TRUST in DAH. Not once did I question their customer service.I believed they were trying to do the best thing for me as a customer. When issues happened ,which every build has no matter how much money you spend, they always tried to do the best for all parties. We were made to feel important. HGWA has made us feel unwelcome and a burden in THEIR build. I truly am sorry to have posted such negativity as most of you who have read my DAH build thread has seen what my personality is truly like however I cannot stand to see how upsetting this build has been for my folks and myself. I would like to add our HGWA Sales consultant was fantastic and helpful and the HGWA pre-start employees gave excellent service but that’s where it ended. Re: Burns Beach build no2-Home Group WA continues to disappo 22Nov 13, 2014 10:28 pm I can't believe what I just read. Of course there are two sides to every story but the amount of negative press HGWA is getting I think I know which side to believe! I was down to choosing between them and another build. I'm so glad I chose the other. It's only 3.5 months since I signed my PPA and by building permit Is going in end of next week on the ten day council fast track so i expect all my admin to be done well within 4. 5 months and that's including me delaying prestart by a month due to being away!
I really hope things pick up for you. To not be able to drive past your house because someone is acting like a bully is a bloody disgrace! Maybe record every conversation you have onsite now with your phone. In your pocket or bra! Haha Re: Burns Beach build no2-Home Group WA continues to disappo 23Nov 13, 2014 10:30 pm Sorry for your family's experience. I hope things turn around and that this period in the build is soon a distant memory. Let's hope their presence on here can assist in moving forward. Re: Burns Beach build no2-Home Group WA continues to disappo 24Nov 13, 2014 10:40 pm Wow...+Tbrown2012...when I read your post I was in disbelief that customer service could be so bad...hope things have turned around for you and that the experience will improve from here on. Our Build Thread: The "Extended" Marina by Visionone Homes Our Inspirations: Frank Lloyd Wright | Houzz Re: Burns Beach build no2-Home Group WA continues to disappo 25Nov 13, 2014 11:24 pm So Sorry to hear how things are going for your parents build! I don't think builders understand the impact customer service has on our experience! I hope that things improve!! *finger crossed* Re: Burns Beach build no2-Home Group WA continues to disappo 26Nov 14, 2014 12:05 am Oh. My. Gawd. That is absolutely disgusting service. I think some of these builders have forgotten who the customer is. They think once we've signed they don't have to bother being nice anymore, they've got our signatures and they'll get their money. Reading your previous post about the brickie shortage made me think...I wonder if our builder has a pool of brickies or not. Our slab went down a week ago and a day later my hubby got a call to say they're hoping to get brickies lined up to start in two weeks. Perhaps not then? Guess we'll see. They've been very forthcoming with info and have worked efficiently so far but if there's not enough brickies to go around, well, then there's not enough brickies! Hey if you want to be heard even louder I suggest you hop on to product review dot com dot au. They watch those comments like hawks lol! I am truly sorry for the horrible treatment you and your folks have received. That will take the shine off the building experience for sure. How pathetic are HGWA to care less about their paying customers! SHAME ON THEM! I reckon for sure that brickie that spat the dummy/had a hissy fit/stamped his fat little feet/cried like a baby is utterly miserable to everyone who works with him too and is so highly strung he even hates the fact that he has to wait in a queue at the post office. HGWA probably freaked out because he said he'd walk and they need him a lot more than he needs them. No excuse though, they should have called to get your version if he complained. TBrown I'm guessing you're female? Can't see him doing that to another man, he'd be decked. So HGWA employ sexist narcissistic bigots as well as treat their customers like dirt. Nice! Yanchep build with Dreamstart Homes ____________________________________________________________ Our build thread - viewtopic.php?f=31&t=73323 Re: Burns Beach build 2-Home Group WA continues to disappoin 27Nov 14, 2014 1:56 am Omg .t brown you sound like me. During my build I had so much praise for Redink .yeh nothing really stressed me .I changed my mind so much with not one fee . I had my ups and downs but they were really good with me . things have kinda changed now and the communication is kinda disappointing .and I think they are kinda forgot who is the customer .would I build with them again .yeh probley .do they won't me to .that's another thing .lol. Hqwa need to shape up .I thought my grout issue was bad .but talking to a person down the road who built with hqwa I just shake my head . they should be disgusted in what they have done . where is the respect for older people in this community . I know that people can build with the same builder and get a totally different experience but I can't see how that happens .since they are trained the same .maybe they all need to visit business man john huges and see how to treat customers .lol . brillent man all his employees know how to treat customers .there are a few people at school that are thinking if building .I tell them to look on this site and tell them who I think they should watch out for .builders need to relize word of mouth is powerful . Re: Burns Beach build 2-Home Group WA continues to disappoin 28Nov 14, 2014 2:14 am Wow what a huge disappointment, I am disgusted to say the least....kind of ashamed to say I am building with them at the moment after reading that but thank god the South West team seem to be a hell of a lot more flexible and welcoming! Re: Burns Beach build 2-Home Group WA continues to disappoin 29Nov 14, 2014 10:06 am That is awful!!! I can't believe anyone could be so rude and disrespectful, never mind to a client who is paying a lot of money for a service from you. HGWA are really getting a terrible name for themselves!!! Your poor folks, they must be feeling terrible. My build: viewtopic.php?f=31&t=68002 Re: Burns Beach build 2-Home Group WA continues to disappoin 30Nov 14, 2014 10:06 am Oh TB !! I so feel for you and your parents. That can really take the joy out of building. We’ve never met but you come across as such a patient and reasonable person so to have the builder act this way is just beyond my comprehension I hope you all have a better run as the build progresses Just can’t believe any builder would treat I client like they have with you. Hopefully they will finish your parent’s home before they go belly up if that is how they treat all their clients. Just disgraceful. What have you got to say now Dylan? 101 Residential in Burns Beach viewtopic.php?f=31&t=67711 Shire Approval 31.12.13 Slab Down 15.02.14 Moved in 14.10.14 Re: Burns Beach build no. 2 - Home Group WA 31Nov 14, 2014 11:13 am +Tbrown2012 I had so hoped that my next post was going to be one of positivity and photos and I have been holding off as am a believer in “ if you don't have anything good to say don't say anything at all” but we need to share how we have been treated as customers by Home Group WA. Hi +Tbrown2012 I'm very sorry you and your parents have experienced this. This morning I have followed up with their CLO and their supervisor to investigate this issue further. Please see below for the responses I have received in regards to the issues you have raised. Quote: Last I left we had a solo brickie start 8 weeks from slab, this build was severely delayed at paperwork stage signed up nov 13 told keys nov 14, Oct 14 we were still on bricks. Good management would expect maybe not to put a solo brickie on this build and not be delayed even further. Incidentally the home group home round the corner had slab laid after ours and had roof cover and grey float whilst we were still plugging away with bricks - very frustrating. We live literally a few hundred meters from the build so my mum drives past daily, however only ever stopped once when the SS was there. Mum is very non confrontational and was always happy to see someone there working and he was doing a good job. HGWA twice told us the brickwork would be complete at the end of the week, not because we asked, just them setting there own deadlines which they never met. As mentioned previously, there is a severe shortage in bricklayers in Perth due to a booming property market and a under-supply of trades. Due to this, it has been difficult to find quality teams of bricklayers this year. Quote: Then came INCIDENT 1 !!! I had been in Fiji for a week and dad said roof timbers were being delivered Monday and brickie would be finished. Saturday morning I took my dog for a walk and went past the block, I noticed the brickie there and he had 2 guys helping him which was a first. I said good morning and asked if he would be finishing up today. He said NO and them proceeded to rip into me. Told me he was sick of seeing my mother drive past everyday and he had told HG to keep the owners away from the site! WTF? We never go to site when he was there, only once when my mum saw the SS. I was shocked at how he spoke to me and told him my mum had to drive past as we lived here and don't people do that all the time when they are excited by their build! I told him we had no issue with him at all he was doing a good job just disappointed in HGWA timeline and their choice to put a one man team on an already severely delayed build. Brickwork took 7 weeks. He was incredibly rude and his anger was unjustified. I really won't have anyone being so negative about my mother. This incident lasted all of 3 mins and I continued walking the dog in disbelief. Then came INCIDENT 2! The next day my parents got a letter in the post from HGWA stating " Inteference of Site" by owners/daughter and it went on to quote clauses from the contract saying we may not be on site etc etc. it was the most aggressive letter we have ever received. We felt like criminals who had done something illegal. My mother and father were shattered and quite frankly it brought both my mother and I to tears by its harshness. I was dumbfounded. Is this customer service?? I have just built with Dale Alcock as most of you know had a wholly positive build with fantastic CLO/SS relationship. Actually the DAH CLO mentioned she wished all customers were as understanding as me!! After speaking with their supervisor, we have previously received reports of clients entering the construction site and we have to adhere to strict health and safety guidelines in order to ensure the safety of not only the clients, but also the tradespersons. Therefore we do not allow clients to enter the site. I do apologise for any misunderstanding and for any harsh treatment you may received by the tradespersons on site. All incidents such as the ones you mentioned are recorded and utilised when we consistently review our contractors (tradies). Quote: Let's call today ICING on the CAKE! We have found our CLO quite condescending in her tone and very eager to express the inflexibility of HGWA. Once before mom had asked for change to splashback but mum put up no argument when flatly denied. So today the question was: “Um, we noticed the electrician has put the dining light pendant too close to the kitchen Island and not as per plan, please could we request it is moved slightly to the left.” Reply said : We cannot make any changes, blah blah blah. Mum said “ We re not requesting a change just need it to be moved because its not as per plan. Please could you ask the SS. Reply: I will ask but I expect the answer to be no AS I SAID BEFORE it is to the electrician’s discretion where to put it etc etc Customer service, approachable builder……… ☹ I am sorry that you found the tone to be condescending, although please take in to consideration this was in a written email and tone can often be misinterpreted. I assure you no condescension was implied and your CLO was simply trying to explain the situation. As for the matter of the inflexibility of our no change policy, this is clearly stated at multiple stages throughout the build and has been a policy in order to ensure the build goes to the original plan. Quote: HGWA has made us feel unwelcome and a burden in THEIR build. I assure you we do not want you to feel this way. Since beginning our response to this post, we can confirm their supervisor has called your father at 8:45am this morning to clear up any misunderstandings. The confusion around the light position has now been cleared up. To explain further, as the roof has only recently gone up, the wiring that has gone in is not a strong indicator of all light positions as additional work is still required, which alter the wiring positions after they are installed. Please understand that throughout the construction period of their build, any errors or concerns are meticulously reviewed as part of not only our Quality Completion Inspection but also our Practical Completion Inspection, in which their supervisor will walk through the site with your parents to discuss any concerns before undergoing the final maintenance before handover. Your father has mentioned to their supervisor that he is now happy with the build and that the confusion has been cleared. If you need any further clarification for yourself, I can arrange for your parent's CLO or their supervisor to give you a call to explain further. Re: Burns Beach build 2-Home Group WA continues to disappoin 32Nov 14, 2014 1:20 pm We appreciate your time in responding to our post and for trying to provide justifications for HGWA treatment of us as your customers. With regard to your response, two points I would like to make. 1 – Our issue is not with the harshness of the builder but HGWA choice to send us the awful "interference of site" letter. If you have access to our file I would implore you to read what we received and ask you how you would feel to be on the receiving end of something like that. We believe there is NO justification for this letter. The SS today told my dad he is “welcome on the site at any time” –has your health and safety policy now changed ?And as previously mentioned we have visited once maybe twice while a builder has been present. Why do all clients not receive this letter, our situation is no different to anyone else. We believe there is NO justification for this letter. 2 – We have no problem with result of the “light issue” once again our issue is how HGWA responds to simple queries. We were NOT asking to make any changes. We are well aware of HGWA inflexbility policy. Customer service and accountability is lacking. I am a professional person and well aware of the issues of email correspondence. There is no misunderstanding with the way we have been treated throughout this process. Our feelings are very REAL and still RAW. I will end saying my father was extremely happy with the fact that the SS took the time to call him and apologise. They have been desperate for any positivity HGWA are willing to throw their way. I am very much part of this build financially and emotionally, thank you for your offer to call ,as long as my Dad is happy with how the conversation went that is the main thing. We are very much hoping that all the apologies and positivity continue and HGWA show us they are learning from their mistakes in customer service. Here’s to positive posts going forward as this is what we want to share and will absolutely give credit where it is due. Kind regards, TB To my fellow H1ers I honestly thank you for your comments and support, it really helps to know other people can understand. I will be back to my positive self Re: Burns Beach build 2-Home Group WA continues to disappoin 33Nov 14, 2014 1:37 pm Here here TB! Well said! Yanchep build with Dreamstart Homes ____________________________________________________________ Our build thread - viewtopic.php?f=31&t=73323 Re: Burns Beach build 2-Home Group WA continues to disappoin 34Nov 14, 2014 1:55 pm Glad you got a personal response from them on the appalling behaviour, how rude. I think all these building companies forget that we are THEIR customers and they should be privileged that we chose THEM to build OUR homes. I know that there are Health and Safety issues but you are well in your right to stand on the footpath 24 hours a day and watch if you want as its a public right of way, let alone just drive by. Customer service in WA as a whole is diabolical, 'the customer is always right' saying doesn't exist here. First time build-Commodore Homes- Brabham WA KEYS 12/12/14. Moved in 13/12/14 My building thread viewtopic.php?f=31&t=72446 Re: Burns Beach build 2-Home Group WA continues to disappoin 35Nov 14, 2014 2:00 pm Oh Tbrown...again I am lost for words. I really feel for you guys, what a horrible way to be treated as a client and just as a person in general. There is no excuse for such rude and disrespectful behaviour, and homegroup should really take more pride in the people that essentially end up being the face of their company during the most crucial period being construction! How horrible that your poor mum feels she cant even drive past the house to take a look anymore, its just aweful. And the fact they even sent you a letter...its like you got a slap on the wrist and a written warning for being naughty. I know for a fact we were told by our SS at the start of the build we were welcome to visit anytime and I'm sure your parents were told the same! Its one thing one day...another the next with them. I do hope shedding light on the situation this way has at least made them more aware of the problems and hopefully will avoid more issues like this from arising in the future. Its not nice to be the bad guy having to say nasty things about people, but unfortunately sometimes its the only way to get a solution. Wishing you guys the best of luck with the rest of the build! I hope its all smooth sailing from here on out. Re: Burns Beach build 2-Home Group WA continues to disappoin 36Nov 14, 2014 2:04 pm Oh TB .... I feel for you guys, what an awful position to be put in. Nobody would ever want to receive a letter like that and I think the way HGWA handled it initially is appalling. They have tried to rectify today and I hope that things improve from here. I really am losing faith in the HGWA machine. The poor customer service was a trickle before, but the flood gates are beginning to open. I hope they get it back under control so no other customers have to go through the pain you guys have. We got told by our SS we could come on site, but only with closed in shoes and not when the roof was being done -for obvious reasons, nail guns, flying wood etc. We have been so lucky, never had a grumpy trade complain. They have appreciated our beer and welcomed the chance to talk with us about the build. xx Re: Burns Beach build 2-Home Group WA continues to disappoin 37Nov 14, 2014 2:20 pm Utterly appalling. I read this after seeing your comments on Dee's thread. It is unbelievable that companies are allowed to behave this way. Disgraceful! Re: Burns Beach build 2-Home Group WA continues to disappoin 38Nov 14, 2014 3:10 pm Again....OMG I simply have no words. I really feel for your whole family, especially your mum. She certainly shouldn't feel like she has to take a different route so as not to upset a tradie. What is going on with HGWA? Re: Burns Beach build 2-Home Group WA continues to disappoin 39Nov 15, 2014 12:37 pm I'm so sorry to read this, Tbrown. It must be even more disappointing considering you had such a positive experience with your own build. It seems at times that the building industry is flooded with a lot of stressed out people who just don't have a clue how to maintain professionalism when under pressure. I am surprised that HGWA would issue a formal letter without the common courtesy of a phone call first. I would have thought that this would be a polite way of 'warning' clients that they may be over-stepping the mark where construction is concerned (not that I think this was the case with your family) before issuing a formal letter. I hope this horrible experience doesn't taint the whole build for your parents. I know how hard it can be to recover from the negative feelings associated with a less than pleasant build. Hopefully HGWA will aim to take better care of their clients from now on. In the meantime, pop a bottle of bubbly with your parents and focus on how great it will be to finally decorate their new house. Building with Dale Alcock Homes in Aveley Our thread: https://forum.homeone.com.au/viewtopic.php?f=31&t=63880 And yes, my pants are indeed fancy. Re: Burns Beach build 2-Home Group WA continues to disappoin 40Nov 23, 2014 7:25 pm I am shocked! hgwa are disgraceful, I glad I am not building with them. After this I will never consider building with them. Keep fighting them! Take them to the builders commission if needed! You should get the word out as much as possible how bad they are, no one should be treated like that! Your house should come in "as new" condition. It should be clean, and without stains 1 4553 4 14463 Can you give advice on how to get missing certificates needed for a form 21? Our bank requires us to provide one but we are missing 4 building certificates from our first… 3 71811 |