Homebuilding principles – does your builder agree?

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First off, I think we all agree there is no such thing as a perfectly built house.  Human nature being what it is, there is bound to be something just not right with a new home (condo, townhome, detached, etc).  Hopefully though, when we get our new home, it is within our expectations – a variable depending on the individual.

All you can hope for is that the builder makes all effort to ensure the home is within your expectations.

Today, I was reading an article (Toronto Star, April 10/10, H1)  on Tridel and they agree with the above sentiment.  They have the same awards as Mattamy – J.D. Power & Associates for 4 years, Ontario Home Builder’s Association’s builder of the year award and BILD’s award as well.  As we know from Mattamy experience – not necessarily a good gauge of customer satisfaction.

The article mentions several points/philosophies that will increase customer satisfaction.

1: “What sets one builder apart from another….. is the reaction to a purchaser’s concerns.”  “Some builders might quibble over their obligations or be tardy in fixing a problem.”

2: “They are very approachable, they keep in touch with you along the way, and they seem to go out of their way”.

3: “You treat others the way you wish to be treated”

4: Know, “that customers want to be engaged and informed.”

5: “There is a balance between wanting to make money and recognizing that you must invest time and attention to detail in your relationship with your customer.”

6: “They take responsibility for quality long before the pre-delivery inspection.”

and finally:

7: “Mistakes are inevitable in the building process….”  “That’s why the best builders also adopt an approach of ‘fixing it right  the first time'”.

All good points that would ensure a well built home and a positive relationship between builder and homeowner.  Something that really sounds nice in the paper and something that a customer service expert would say. 

Actually they are quotes from a customer service expert.  And the kind of lines that a company will pay big PR bucks to have broadcast and hopefully in a caring and meaningful way. 

But, do they walk the walk?

In terms of Mattamy (internet search shows Tridel has their problems), the foregoing is something they don’t always follow unfortunately.  I remember my PDI – I should have been wearing a hardhat considering it was still an active workzone with a plethora of workmen.  The cleaning ladies were huddled in a group for protection wondering just what they had landed into.

Too bad, as they are points I would think quite achievable on a fairly consistent basis.

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Does Mattamy Homes discriminate???

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Some feel that my blog is too negative towards Mattamy but, considering how they have treated not only myself but others, it is hard to be kind.

Here is one link though that shows what Mattamy is capable of – just trying to figure out how to motivate them to this unbelievable height.

If you go to “Cool Ravings” you see that Mattamy did the following for a homeowner:

What Mattamy has done post move in is this:

• Rebuilt or cultured stone fireplace. (it was too big)
• Re-shingled our roof. (wrong colour)
• Re-painted our interior (poor paint job)
• Installed missing coach lights outside.
• Added missing brick over window and door on front of house. (They had flashing in place)
• Re installed our hardwood flooring in main hall and re installed the ceramic tile in garage to powder room areas.
• Turned our French doors around in our office/den because they opened into the dining room rather than the office as per the plan.  This also meant that the transition on the floor needed to be changed going from hardwood to carpet.  So they’re putting in a granite threshold for us.
• Plus a multiple of patch/fixes throughout the house that are almost all taken care of.

Myself, I’d love to tell you how my case was treated but can’t due to the GAG ORDER.  You’ll note, if you visit their blog, that they feel that the trades are to blame for the problems and that Mattamy has been good to them.  This, I am glad to see.  But it raises the question:  if they can do good for this homeowner, what happened to the rest of us?  I know in my case, they broke the law, so they won’t be too forthcoming with corrective work based on what their lawyers have probably told them.

But what about those I have had comments from?  Why not them?

In my Bully Boy Blog, two homeowners are obviously being shafted royally, which you can read from the comment section.  One with window problems (hey, I understand you there on that) and another on water stain problems.  It appears, from the comments that Mattamy is squealing like a pig and trying to slide under the responsibility fence concerning these problems. 

So, why would these two people be discriminated against in terms of good service in comparision to Cool Ravings.  What’s the secret??

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