Mason Homes Ltd

We were looking to buy a new home in Peterborough. We became acquainted with Gord Mason of Mason homes through our restaurant business. When we described what we were looking for he told us about the new phase that would be starting construction Summer of 2016. We were one the first customers to commit to one of the new semi-detached Courtyard Homes. The design was perfect for us and we were able to make some significant changes to the floor plan to make it uniquely ours. The construction took about a year what with site plan approvals etc. but when we took possession it was everything we hoped it would be. There are a handful of deficiencies that are being corrected as they finish this Phase but over-all I highly recommend Mason Homes for their designs and construction quality.

Purchased our home and heard nothing but the best about Mason Homes. Before we moved into the home while driving by we seen someone stuccoing our ceilings, we stopped and said we paid for flat ceilings, the guy said he had just finished and go talk to Mason Homes. We did and after numerous conversations they had to scrape the hole house and make it flat.
We ordered Emergency egress windows in basement, didn't get those and it took a lawyers letter to have them installed. Our kitchen was wrong and they tried 3 times to get it right, must have cost them thousands of dollars to get it right.
Moved in Oct 2016. did our PDI and the first thing we turned on and tried to fill was the master bathtub. It wouldn't hold water, ran down to the basement to find basement flooding. Plumber didn't check the tub drain. Plumber was called and a quick fix. Should not have happened. Next, we tested all the showers and found 2 of the 3 leaked behind the walls. Again plumber had to be called.
We where missing a bathroom tile for months, they finally came to install it and when the glue set it was off center. 2 months later it was repaired again. The bathroom grout in our master bedroom was 2 different colours, white and grey. Kitchen cupboards door had to be repaired a few times and new ones installed. They sent a repairman into the home to try and fix the small problems,Paint, grout, silicone, caulking etc. 10 days he had to keep coming back and finally got tired of doing all these repairs he never came back.
Outside has not been painted, garage doors, pillers, from door etc. this will be winter #2 how will they last. We are not happy with the cutomer care after the purchase of a Mason home.

I just found this site in doing a search for Mason Homes contact information. Wow. These are unhappy customers. I am quite satisfied with the new house I bought in Port Hope. The tiling was excellent (it didn't get finished in one area) but the quality of workmanship was very good. The hardwood flooring is great and the installation is good. The windows are Pollard which is a good brand. The house came with a sump pump and a backflow valve. I'm not enthusiastic about the water heater: it has a heat recovery function but costs $50. per month rental.
I was pretty uncomfortable last night with 35 degrees Celsius heat and no air conditioning. It seems like it was never connected. I don't know why this oversight was made. So now I'm trying to get the a/c hooked up because it's supposed to be hit for days.
I did I have issues with the painters; They just never came back to finish the work. The finish carpentry was good.
I think the problem that Mason Homes has is that they aren't that big and their success has impeded their ability to provide quality to their customers. It really seems to depend who you get for a trade as to whether the work is done well or not. It also seems that the after sales service is missing. Mason Homes NEEDS to put on place a senior level person to head up their after sales service and develop a TEAM of experienced professionals to undertake the reparation of deficiencies. I am very worried about when or if I'm going to get my a/c hooked up. Perhaps, like the the tiling, I'll have to pay for it myself.

For some unknown reason, Mason Homes has the reputation of building quality homes. This is why we chose to buy our retirement home from them. We wanted a quality home, with no major issues to enjoy our golden years.

For us, this was not the case (as well as all our neighbours). The home was delivered with a multitude of deficiencies. We were assured by the site super that performed our PDI (Brian) that every single issue would be fixed to our satisfaction. Small, inexpensive issues were fixed (sometimes correctly), but not without hassling Mason homes to do so. Major issues were repaired ineffective band-aid solutions in an attempt to reach Tarion warranty deadlines. In one case, the new site super (Lion), told us that one of our more significant deficiency was just bad luck. We are still dealing with Tarion to have this and many issues resolved. Photos and exact details will be posted once the matter is resolved for all to see.

Communication and customer service is a joke. It is near impossible to get a hold of anyone with any authority - no one at the cooperate office cares to speak to you. Voicemails and emails are ignored. Appointments for repairs are promised, yet often never scheduled. The current site super, Lion shows no respect to customers. He always has an excuse to why matters have not been resolved. Since he can't keep his stories straight and forgets that neighbours talk, we know that we would have been better off talking to a brick wall. At least they don't fib. It has come to the point where we just don't trust the company as a whole.

We have spent more time trying to get things fixed, items covered under Tarion, than you could possibly imagine. Knowing what we know now, we should have bought a small existing home and paid a reputable contractor to get the house we wanted. We avoided this in the first place, as we didn't want the hassle.

Don't be fooled by the photos of Mike Holmes plastered on their website and build sites. Everything is built to minimum code at best, with the cheapest suppliers and subcontractors available. The quality of work performed on Mike Homes tv shows are no where to be found in our house.

Forget the green, energy star bullcrap. The house is drafty, the HRV was not sized correctly, air ducts are not sealed properly. Remember, the energy star program is a point system based upon the design, not the long term. The cheapest of furnaces, windows, doors and insulation will be installed. Cheap never lasts.

In closing, forget the reviews online, whether positive or negative, if you are thinking of buying from Mason Homes. Just approach the current residents of their communities. We are more than willing to discuss the hell that we have been put through.

This is some of the workmanship in my new home which was endorsed by Mike Holmes.....Hard to believe.... It looks like a 5 year old did the work... who on earth would be expected to accept this !!!

I'm leaving this review due to a phone conversation I just had (April 21, 2017 3:40pm) with Gord, the owner of Mason Homes.

Backstory - we purchased a lot and home from Mason Homes in August 2015, moved in April 2016, and now a year later, we along with our neighbours would like to put fences in. Our lots were graded and sodded last year.

To be clear, the quality of our home seems to be fine, the issue is Mason Homes customer service, or lack thereof.

This is our most recent experience...

Last week we received a letter from Mason Homes, as did our neighbours, reminding us that we cannot make any alterations to the lot grading, landscaping or exterior features of our property until Mason Homes has received final grading approval from the municipality (Peterborough).

The letter states...

"We... are working with the municipality to receive final grading approval as soon as practicable."

Since Mason Homes indicated that they were working with the city to remedy this matter "as soon as practicable" I thought I would call the city to inquire about the status of our lot so that we can plan fences accordingly. Turns out the city is waiting on Mason Homes to request the city representatives to come out.

Off to Mason Homes I go to find out who I should speak with regarding this matter. I'm told to leave my contact info and Alex at head office will look into the matter and get back to me. Well, that was a week ago...

Believing a week is more than enough time for any company to provide any response to a customer's inquiry, I follow up with the customer service rep I dealt with a week previous.

I'm told that the matter has not been addressed yet and that they'll look into it. While waiting for them to look into it I decide to call head office and speak with Alex myself.

I dial Alex's extension and a man answers the phone. I ask if I'm speaking with Alex and state my name. The person doesn't confirm whether he is Alex or not, he asked me to repeat myself as he didn't hear me. I explain the situation... I've been waiting a week and just want to find out what the timeframe is for having our lot grading finalized, as I have confirmed with the city that they are waiting on Mason Homes.

I can't tell you exactly what was said next because I found myself thinking - how could they let people like this answer their phones, the man's voice was getting louder and louder, I could sense a frustration in his tone and I was caught off guard trying to figure out why someone would be talking to me like this, regardless of the fact that I'm a paying customer.

As I continued to explain that I just want to get a time frame so that we can set expectations on our end. The man tells me in a very loud and rude tone that he knows nothing of the situation, he doesn't know who I've spoken with at the city, he doesn't know my lot number, he doesn't know anything about this.

In a loud rebuttal I told the man that if he needs this information all he has to do is ask me for it. I tell him that there is absolutely no reason to speak to me in that tone as I was not speaking to him like that. Given his tone, I kept thinking - is this guy going to hang up on me? I was trying to keep the conversation civil because I wanted an answer as to when we could expect our lot grading to be approved.

I reiterate that I was given his information to contact about this matter and ask who I could speak to, if not him. The man says he's one of the owners of the company and the person in charge of this is out of town for a week. I ask the man if his name is Gord and he replies, yes I'm Gord. He then continued on... "I don't like answering the phones here, I just tried to pick up a line to dial out and someone was on it". Yes - Gord, someone was on it, me, a paying customer who you just disregarded. And now I know where other people in the organization get their lack of customer service from.

This is just one of our many experiences with Mason Homes - I've come to the conclusion that Mason Homes is one of the worst companies for customer service - and as I learned today, it's a symptom of their culture, from owners to managers, throughout the ranks.

My advice - don't buy new, buy resale. I wouldn't purchase from them again and I certainly will not recommend Mason Homes to anyone.

My spouse and I purchased a new home from what we thought was from a good builder. As it turns out, Mason Homes builds homes however Mason Homes pleases. They give you a run around on who to contact, and no one will discuss anything with you once they have not built to the agreed upon plan. Every person you talk to states "I can't do anything about it." If a quality functional home is what you are looking, look somewhere other than Mason Homes!

Purchased a new home in lindsay.
Overall I'm satisfied with the end result. The quality is decent and workmanship is expected of a track built home(production mass quantities)

John the site super is great. always readily available to assist as much as he can. And is focused on making the customer happy. Which is rare it seems but he made my experience better after a rocky start.

Customer service, sales, and decor needs serious attention! Worst staff to deal with from a buyers prespective.

I will not get into my experience but will encourage people considering a mason product it is a good choice.

We recently moved into a Mason Model home and a first where very happy with the house but over the winter the house seemed cold and we where alway running out of hot water. Mason installed a hot water furnace which could not keep up with our demand. After a couple months having numerous people look at it and being questioned why is this furnace in our house we decided to have it replaced. Mason sent the company that installed it but they they where very unhelpful in resolving the issue. We just had the furnace replace with no help from Mason Homes and the house is now warm and plenty of hot water. You think Mason Homes would have stepped up and at least done something to compensate us for the cost of having contractors unsuccessfully make adjustments to our system and the outrages hydro bills we had due to the furnace running 24/7.

We bought our first Mason Home in 1997 and it was a great experience. The house was decent and the after sale customer service was excellent. Mason Home’s never heard a peep from me. Based on this experience we bought our second Mason Home in 2011.
We moved into our new home that had no eaves troughs, no window screens, outside siding not done, painting not done, all 3 bathrooms had wrong cabinets and countertops, kitchen venting exposed, bathroom tile not done as ordered, crown molding not done as ordered, door missing to basement, etc, etc, etc not to mention shoddy workmanship and cheap materials.
Trying to get anything done after the sale has been a constant battle and *Customer Care* is non-existent. The level of *bad attitude* is astounding. We seriously regret having Mason Homes build our house and are not happy customers. If you care about quality and customer service Mason Homes is NOT the builder for you.