Report Abuse

“new homes Group from hell”

written by on 27/05/2015

well where should I start. i feel the service I have experienced from new homes has been appalling. The customer service from the start has been unacceptable, seeing they have been around for 25 years I would expect a lot better service.

The mortgage advisor they sent to my property was rude and belittling. She hooked us in to a mortgage which suited her more than us. My understanding was that they are paid to give advice and provide us with a mortgage to fit our needs this was not the case. The advisor had already made her mind up on which provider we would be going with and how much deposit we would pay before even arriving at our property. I know this as every time I questioned her about the other providers and different deposit amounts she become very negative which left a horrible atmosphere in the room. And to make matters worse once we agreed to go with the recommended provider she pulled out the paperwork which she said she prepared earlier meaning if we did change the provider she would have to do it all again. That's why she was being so negative everytime I looked at the other options available. I was very tempted at this point to ask her to leave our property but she guaranteed us that by using them they would make sure everything runs smoothly and our six week deadline to exchange contracts and move in to the property would not be a problem. So silly me decided to stick with them and what a big mistake that was.

So far we are now four weeks in to the process and it has been a shocking experience. it's starts of they call us in the first week to say the mortgage company has accepted our application which was great news. 9 days later on a Friday we receive a text message at 7pm saying the mortgage company require more information about my bonuses what was a bit of a shock considering we have been told the mortgage has been accepted so we try to call new home but surprise surprise they close at 7pm and will not be open again until Monday morning so we got the information emailed to them on the Saturday to stop any delay and followed it up with a call on Monday where we were told that the advisor is on the case and will deal with it straight away. So we left it at that but never heard anything back so we contacted them on Wednesday to only find out that they haven't even sent the required information to the mortgage provider yet. By this time we are very much at the end of our teether with this company but are now committed to using them. we decided to contact the mortgage company directly to chase an update but seeing we are using a mortgage broker they were reluctant to speak with us but what we did find out is that they have been waiting for the last two and a half weeks to do the valuation as the address they were provided was completely different to the property we were buying. Even know we have been chasing new homes on many occasions this was not picked up until we raised the issue to them. Now we have requested a call back from there team and so far it has been two days without any reply. When we call them and ask to speak to our advisor we are told that she is busy and will call us back which never happens. It is now looking like we will not be moving in on the agreed date due to there incompetence and delaying the process.

IF you are thinking about using this company I would strongly recommend not to bother. They are just a middle man who cause more hassle and stress when you could just deal directly with the supplier who are open 6 days a week and will be there to give you any support you require rather than having to go through the middle man each time.

I will definitely be writing a complaint to new homes and the developer once everything has finally been completed as this whole experience has been a nightmare from start till now. When your spending just short of half a million on a property you expect top service which we have not seen.

STAY AWAY. It's not worth the stress and hassle.