We had our new house built in 2016. All score given was towards their sales, the reps were great and helpful in a timely manner. Our experience with their selection center was absolutely terrible. "Designers" were giving nearly 0 advise, you will be on your own and be ready to pay tons of money for for most of "upgrade" item in full overpriced price on top of your agreement, no credit back. We've been dealing with two of their designs, one left the company in the middle and all the second wanted is to kick our case to the construction.
When it turns into after service the lady we deal with mainly now is "Nicole". You have to follow with everything reported, several times, and wait for her to receive the response from others. After two or three emails if the problem still can't be solved, you will either be told "confirmed with xxx and that's the way it is" or directed to call their sub trades customer service. Aren't we only having only one contract that is with HBA only? Now we're planning to do some work in our backyard and was told that the grading hasn't been approved by the city yet and was not supposed to touch anything or you have to take care of the rest. No one from HBA mentioned the permit hasn't been granted, not when we were asking about the final grading report and found out there could be some problem. If you don't ask, it could be on your own. Be careful!
- Company Response
We are sorry to hear that you are unhappy with your experience with us. When issues are brought to our attention, our teams work diligently to address them and provide solutions where we can. You are no exception.
To clear a few things up, any finishing’s that are upgraded are subject to additional costs. That is standard practice and we do not provide credit for any upgrades made in the selections centre.
We would like to sort out your concerns with our service department. In instances where customers are outside of the warranty period, we direct them to our sub trades to see if there is an extended warranty (although extended warranties are not always available). We agree, you are supposed to have only one contact while building, and that’s with us. If we haven’t done our job, we need to make it right.
It would be helpful for us to be able to look at your customer file, so we invite you to call the Edmonton office to discuss further and work towards resolve.
Oh, and your initial designer, Kelly, left on maternity leave and is due back in a few months. Her and baby are healthy and we can’t wait to welcome her back to work.