Browse Forums Building A New House Re: Burbank the Worst experience even before my new house 6Oct 07, 2017 6:27 pm buildingourhumblehome.blogspot.com.au Re: Burbank the Worst experience even before my new house 7Oct 07, 2017 8:45 pm Waldorf_Grange_Build vnreddy16 The worst ever customer service and the worst color consultant and the lady who was assigned for my colour section is not fit for the role for what she need to do,she don't know how to talk to customer and she was very rude with me while responding to my questions, and the day was my night mare before my build started, purely because of my colour section i had to drop off from my new build from burbank and below is the whole experience i faced in my colour selection and and there was no proper response, it was just a sorry from their management, and after reading experience if anybody is ready to build with burbank good luck. Electrical appointment : We started at 9:15 a.m and completed on time at 11.00 a.m. Consultant went in detail room by room and explained every selection in detail and I am very happy on the overall process and my selections when I am completing the electrical appointment. Colours Consultant: The worst color consultant and she is not fit for the role for what she need to do,she don't know how to talk to customer and she was very rude with me while responding to my questions. Discussion started at 11:15 a.m with the discrepancy about the Floor plan where I have selected 4 BR house and the floor plan came with 3 bedroom and study, which I was not happy. Her answer is it is your mistake, you did not read the sales quote and nothing can be done now. During the sales , I have a sales quote and I have also signed on the floor plan, which clearly shows a 4th bedroom. Below is the summary of the whole discussion with my colours consultant (hereafter I will refer as CC) and myself(hereafter I will refer as NV) which started from 11:15: NV: Why do I need to pay 300K for a 3 BR room house and study, I want this to get it rectified. We will proceed with the option of study as 4th Bedroom for now we will sort it out later with CRO. CC: Nothing can be done now, it is a mistake from your end, I will not consider that as bedroom option to do the Colour selections . It is up to you to decide whether you want to proceed with colours or not. I think we are wasting our time. NV: I gave call to the sales person to check why there is a discrepancy in the plan and this is not what I selected and he mentioned he will sort it out with operations and I asked him to convey the same to Colours selection consultant. CC: I will not talk to sales, I will only talk to CRO. CC: If you cancel now, you colour appointment will be after 1-1.5 month from now. NV: My friend whom I have requested to join with me for the colour selection mentioned, let’s do the colour selection we will work with operations and ask them to go for the same colours as bedroom 2 and 3 for the bedroom 4 as well, once the drafts issues is resolved, we will start with colours as our intention is to have the colour selection completed and I don’t want to delay the process further. Only reason I have proceeded is because both of us have taken a day off from work, and I thought let me proceed and will sort it out later. CC: Started with colour selection, we are waiting for her to start and first question, go and bring the tiles you have liked. NV: We are not very happy with the start of the selection process and like took a minute to get up from the chair. CC: Did you guys visited the studio prior ? Do you know what you want to select ? NV: Heights of disappointment at her questions thinking with whom am I dealing with, when I am investing 300K for a house, I will do minimum ground work, before I come to the colours appointment. I am not sure if people come to the Colour selection straightaway without ever visiting a studio, even if a person comes like that it is your Colour consultant job to explain the process and guide them on the Colour selection process. Few of the questions, which I got frustrated more during colour selection process. NV: I need a cavity sliding door for ensuite. CC: It is a structural change and cannot be done now. NV: I need the melamine shelves section to be closed instead of keeping them open. CC: It is a structural change and cannot be done now I am paying money for a new house to build as I wish and not as per the Burbank colour/sales consultant wish list. I am ready to pay the money for the structural changes and Burbank consultants are talking as if they are doing a charity work to me. I would have felt happy if she mentions, I will raise it as a variation and send it to drafts person and they will confirm whether this can be accommodated or not ? When I ask sales consultant during sales process, he mentions you can raise this during colours and when I talk to colours consultant you should have did this with sales. The drama of colour selection started at 11:45 a.m and completed by 1: 00 p.m for the whole house. You can understand how the Colour selections would have happened, no guidance from the colour consultant pro-actively and only we ask her she opens up her mouth. Start of the build process is the colours selection and which went completely wrong. CRO/You sent the email to me at 25th September 2017 4:45 p.m with floor plans and want to review the plans and give you a call if any discrepancy. My Colour appointment is at 26thSeptember 2017 at 9:00 a.m In Australia, most of the business working hours ends by 5:00 p.m . Chance of seeing that mail in 15 minutes is 0.01 % and I need to complete review also in next 15 minutes and I have to call you. That shows what importance Burbank is providing to its customers. Burbank team need to understand I am paying for your service and your team is not doing a charity work to its customers. Below are some of the questions not asked by colour consultant during the colour selection. CC: Decided what is my Electric meter box colour, what is my whirlybird colour, what is my flyscreens colour. They are all selected same as the window frame colour what I selected. NV: However there should be a question to me asking, do I want to go with this options or not. Got to know about them only when I am reviewing the colour selections. End of the day it is my house and I am paying for it. CC: She decided how the wall tiles will be laid in wet areas (horizontal). NV: No question asked to me on this, whether I want them horizontal or vertical, same as above got to know only while reviewing the colour selections. We are asked to come back by 2:30 p.m for the review of the colour selections pricing once the colour consultant completes the pricing with estimator. She came back to us by 3.30 p.m with the pricing and then follows the final drama where we decided just get out from here, here are the questions and their response. While waiting, we are reviewing the plans in mobile , which should have been given to us printed in A3 Paper and would have gone room by room asking us for the Colour selections. NV: I am reviewing the plans and I have listed out all the questions which I found missed in discussion during Colour selection. CC: You should have asked earlier it is already quarter past 4 and estimator will leave now. NV: What are the tiles colour in laundry, you did not ask me regarding this. CC: Same as bathroom wall tiles, white Colour. All tiles in wet areas same. Anyway this is not a room which is visible outside, why do you worry. NV: Not that I changed the laundry tile option, I was frustrated that you did not bother to ask me also. As I mentioned earlier, it is my house and I need to decide how it looks like and not the colour consultant or sales consultant. NV: I need a closed shelf above the Fridge space and shelves in the WIR CC: You should have asked me at that time, now estimator will leave, you have to be quick with your changes When colour selection is happening why estimator leave from the office, when his job is to estimate the selections during the colour appointment. Above answer is the breaking point to me, that I just need to get out of this place immediately and I came to a conclusion I am not proceeding with Burbank. When I ask Colour consultant how about the changes from now on, because there are lot of things which needs to be modified in plan itself and there will be subsequent colours which need to get selected accordingly. Each change will have admin fee of 1000$ and the selection fee. I was told, i have to sign today to complete the process anyway by this time , i have already decided I am not going with Burbank due to your colour consultant Behaviour. I have just forced to sign and leave. Being my client relation ship manager you are aware from the morning that there are issues with the floor plan sent to me and I am not happy with it and you did not even call to my mobile to provide assurance to say that this can be sorted out. Thanks for your outstanding customer relationship team CRO, Sales, Colour consultant, among all of you colour consultant is the one who forced me to step away from building with the burbank. This does not sound very satisfactory at all. You should get recommendations from a colour consultant but at the end of the day you should be the one making the final decision on tiles and colours. Will you get your deposit back? - View my blog at http://www.waldorfgrangebuild.wordpress.com No I will not get my deposit back Hi All, Recently we have signed a contract with Burbank and we are not aware that they have just DORSET, SURREY, HAMPSHIRE, KENT, PILBARA and REDGUM bricks from PGH are… 0 3164 Building a fence now will help limit people dumping rubbish and soil on your property. Many houses in suburbia on small lots have fences up before a build. I moved into a… 1 4410 I thought this would be a popular question but I haven't been able to find any similar posts. Perhaps I'm wording my searches wrong? When you have car insurance and the… 0 6623 |