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“AWFUL CUSTOMER CARE ”

written by AllisonArnold70 on 10/03/2020

We purchased a house in Saffron Walden in Sept 2019 and yes we have had standard snagging issues but also some major issues and the customer service up to MD level has been shocking.

The overall attention to detail in the homes is terrible. On completion day we actually raised issues with our carpet and flooring downstairs, we still have not had this rectified and now in an internal battle with them.

Our turf was laid and they are quoting its normal....well we followed the maintenance regime and its coming up, bald patches, you sink in it and there are rocks everywhere. Not really the best when you have a 2.5yr old.

Our solicitor raised with us that they tried to resubmit different boundary plans for our property which meant we had some land missing from our plot. So underhanded and their solicitor admitted an admin error.

Due to a 10 day response and me chasing this for our formal complaint to the MD, he threw a shocking response to us, backtracked everything that was approved and said it was all normal and customer service were in their target KPI for responding.

Once they have your money, the customer care goes our the window.

Whilst we love the house and location, I would advise people to think twice before buying and do your own flooring and turf.

Throughout the 6 months we have been here, they have ceased working with 3 different contractors which has not helped the situation.