The Beginning...

Once again, we realise that our story cannot be rewritten, but it can be written.  While our past posts have outlined some issues that we have had, we must reassure you that those issues have not been our only issues.  It seems as though our entire experience has been plagued with issues, right from the start.  We will continue to write about our experiences with Homes By Avi, but we thought perhaps, we should write about how our experience began. 

If only we knew then what we know now.

May 11, 2009 - We excitedly put down our deposit on our lot.

The following weekend was May Long Weekend.  After having spent our week going to all of the Homes By Avi showhomes in Edmonton, we packed up our three kids, aged 3 yrs, 1 yr and 1 mth, and drove to Calgary to check out the Homes By Avi showhomes.  We knew we had one week, two weeks max, to choose the house that we wanted to put on the lot we had just reserved.  We wanted to be sure, sure that Homes By Avi was the builder for us, and sure in the choices that we made, starting with the house layout, all the way to decorating the house.
We returned the holiday Monday, ready to do the paperwork. 

However, the sales centre staff was not ready for us.

Being that we had chosen to put a regular house on a corner lot (vs putting a corner house on a corner lot), adjustments were required to the side of the house.  Architectural guidelines set by the land developer, Dundee, required that several factors were on the side, additional windows, roof lines, and structural jet-outs are all examples of possible changes.  Homes By Avi needed to design the side of the house before the PPA (Purchase Price Agreement) was submitted.  (Purchase Price Agreement is essentially the offer to purchase, only, at the time, we were not able to make an offer, as Homes By Avi was not bartering.  The price was as it was, no exceptions to be made.)

So, we waited.  We called more than weekly.  We were eventually put under the care of the Area Sales Assistant, as the Area Sales Manager was too busy and needed help.  We were reassured that she would double check everything, but we were primarily under the care of the assistant. 

We were getting frustrated.  Every week that ticked by without our PPA done and agreed upon was another week (or longer) until the next phase began.  We couldn't help but wonder if this is how our two week max time frame was being handled waiting for a PPA, how would all of the other timelines and deadlines be handled?  What if problems came up in other areas of the building process?  Would it really be the 8 month window we were reassured of as to when we would be receiving the keys to our house?

We were lead to believe that it was quite a complicated process, hence the justification in the time delay.  Weeks passed, and we were finally informed that the sales centre staff just had to simply print off a copy of the side of the house, draw in our windows, and then get it approved through Homes By Avi (this is what would take the longest).  Eventually a design was drawn, and a little thereafter, approved.  Only then, could we go forward with our PPA.

We met with the assistant sales manager and created our original PPA.  When it came to knowing the cost of the side treatments, it was guesstimated.  Yes guesstimated.  We waited for weeks, approx 8 wks to be exact, to guesstimate the cost of the side of the house.  Couldn't we have guesstimated the first time we had come in to the sales centre, ready to sign, and then did the drawings? 

Our Purchase Price Agreement was submitted on June 16, 2009.  And we anxiously awaited the response.

After several phones call to the sales centre, our response finally came.

There was a $10,000 increase, and a few others changes.

We were stunned, and insulted.  We had many phone conversations with our Area Sales Manager, and she reassured us that while Homes By Avi had raised the price of our house and 'tweeked' other areas, it wouldn't be so bad due to the over estimates in some areas if the PPA.  We informed them that it was unacceptable.  She eventually was able to have the price lower to $4000, however, it was not good enough for us.

Nothing can more accurately describe our thoughts better than the letter we composed and emailed to our Area Sales Manager on July 8, 2009.

Hi [Area Sales Manager],

Thank you for calling and leaving the messages.
[We] have discussed this in great lengths and still feel as though we have some thinking to do.
This has been a funny process for us, with every step taking us in paths that we had not expected. Obviously, all of the steps have taken a lot longer than anticipated, which in turn has given us A LOT more time to think our decisions through.
Although Avi has lowered the counter to $4000, we still have issues regarding this.
As we have mentioned previously, we had chosen Avi based on many factors, including BBB searches (Avi Amir was actually on the front page of the BBB website), friends referrals, researching Avi extensively on the net, various associations that Avi belongs to, neighbourhood canvassing (as your husband could attest!). Everywhere we looked, the result was positive.
However, our experience has been disappointing in many levels.
We realise that when building a house, everything is extremely time sensitive, and we have been ready and willing throughout this whole process to move forward as quickly as possible. [We] asked on several occasions about what we could do to get this all done, if the prices would go up, what was the next step, etc, etc.  [We were] always left with the feeling that there was no rush. Despite our desire to further things along at the expected speed, (2 weeks max for the lot hold, 10 days for the contract, a total of 3 1/2 weeks max.,) somehow, it is now 8 weeks later. By now, we had hoped to have a potential idea of when we would be in our new home, a home which we would already have a pretty good idea of what the interior and exterior would look like. However, as we all know, we are still dealing with the price. This to us, is very disappointing.
After having patiently waited on the sidelines for Avi to get their stuff together, to do our designs, to do whatever they had to do, the last thing that we expected through this process was to have to pay for Avi taking their time. We feel as though we have been taken advantage of, as though we are being bullied into paying more for the house we have invested so much time and effort, and in cases, money into (the countless trips to Tamarack, and the drive to Calgary all add up!).
To be honest with you, after waiting the 8 weeks, we would expect that Avi would be doing something extra for us, to help protect their reputation, rather than tarnish it even further.
We have now come to question what Avi says, or what Avi stands for. Those who referred us are astonished that we are even talking of the same company. We now feel as though whatever the timeline is, that we should double it and that would be the fastest that it would happen. We are not even sure if we can trust in the price. How are we to know that the price isn't going to go up again? Yes there are the guidelines/rules that are set out, however, these rules/guidelines have changed continuously. We feel as though these rules/guidelines change to accommodate Avi, rather than doing what they are intended to do, which is move the process along at an expected and fair pace.
We are not sure if we want to build a house with a builder who says and appears to stand for one thing, but acts and follows through on the opposite.
Avi highly values their image and works on referrals, however, we can honestly say, we are not sure if we would ever refer Avi to anyone at this point. And [we] know from conversations with those whom referred us, they too would hesitate to refer someone else again, at least with the same enthusiasm that they had for us.
Rather than us having to pay more now, we strongly feel as though Avi should be doing much more to repair their image with us, to show us that they are who they say they are and claim to be, to regain our trust and confidence with them. Yes, taking off $6000 was a good gesture, but honestly, it is still insulting to have to pay extra for being patient, for following Avi's procedures, for having believed in the reputation of Avi.
If anything, Avi should be doing something extra for us to thank us for the patience and to show us that it isn't how they do business, and that it won't be how they will continue to do business with us.
[...]
I guess right now, [we] have some thinking to do. If you could please let us know when we must give you our decision, it would be really appreciated. As well, we would appreciate it if you could forward a copy of the original PPS to us.
Thank you again [Area Sales Manager],
[Homeowner]
PS. Just a little food for thought…“A good name is a funny thing... the stronger it gets, the more we want to protect it.

We've earned a reputation for beautiful homes and extraordinary customer service. It is our belief that this reputation helps us take the first steps in establishing each new client relationship.

From this point on, it is up to us to prove ourselves.

We do this the same way we do everything: With great care and with long-term perspective.

When you place your trust in us, our mandate is not just to build your home well and on time. It is also to ensure your comfort through the entire process. As professionals, we want you to be involved - to hold us accountable and to help us make this a rewarding and pleasant experience for you.

We depend on our homes and our name to be our legacy. We want you to speak well of us for years to come, and for the pride you show in your home to attest to our reputation.”-http://www.homesbyavi.com/corporate/about.aspx?CityID=2

Our letter was forwarded to the Sales Manager, who then accepted our original PPS, at its original price.
 
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This was the first time we considered walking away from the deal.  It was the first time we suspected that Homes By Avi's reputation was more flattery than reality.  It was our first glimpse into what it was really like to deal with Homes By Avi, and we weren't sure that we liked it. 

What we didn't realise, is this was not going to be the last time we would consider walking away from the deal, not the last time that we were going to suspect Homes By Avi's reputation was more flattery than reality, and not the last time that we were going to experience Homes By Avi's less than "extraordinary customer service" that they boast about. 

It was, after all, only the beginning...

Where did our backyard go?

Once we had decided that we were going to build a house, we made a list of what we needed to have in our new home.  One of the highest points on the list, was not in our home, but more outside our home, our location.  We needed a corner lot, with south exposure, and a large fenced backyard.

We did our research, going from area to area, showhome to showhome, and learnt a lot about the type of lot we desired.  A - they were few and far between  B - corner houses were often pushed back on the lot due to the property line being cut at a diagonal on the front corner, C - often times an additional premium had to be paid for the corner lot, usually to cover required architectural controls and D - often the corner lots were uniquely shaped, meaning you could end up with a really small yard, or a really large yard, all side yard, all front yard, or a mix.

When we came to Tamarack and entered the showhome, our first stop was at the board displaying lots, and immediately we saw what we desired, a corner lot, with southern exposure the entire length of the lot, with a potential for a large backyard.  We inquired as to how far the house would be pushed back on the lot.  We were told that the house would not be pushed back, that in Tamarack it was different than the other areas...all houses were kept in line with each other, regardless of the lot purchased.  Not only did this surprise us, but it excited us!  We finally found the lot we were looking for!

We still hesitated though  -- Our understanding from the other areas was that this was a requirement from the City of Edmonton, a by-law of sorts, it had nothing to do with developers and builders.  We questioned further to ensure that it wasn't a misunderstanding, and we were reassured that it wasn't, that Tamarack was just different from other neighbourhoods.  We accepted this.  There was no other reason to not accept it!

At the time, we had already placed our deposit down on another lot, a large pie shaped lot, in another neighbourhood, with another builder.  The house was going to be bigger, with an attached garage, with a few more extras, for approx the same price. However, in our eyes, the lot that Homes By Avi had, was exactly what we wanted.  No attached garage, southern exposure the length of the lot, large yard, it was all there!  Homes By Avi's reputation was, as we have mentioned previously, solid. 

We took the time to research the neighbourhood and the builder.  We canvased the neighbourhood, googling both the builder and developer, and surrounding land developments, and we most certainly asked those we knew about the builder as well (all of which were extremely positive). 

In early May, 2009, we placed our deposit down on the lot in Tamarack with Homes By Avi and cancelled our other deal.


As our previous post describes, we put down our deposit and went ahead with the process of planning our house.  Several times we inquired about the size of the lot, and as to where the house would be positioned on the lot.  Sales centre staff at times were annoyed with us for questioning them repeatedly in regards to this.  It felt too good to be true.  We asked for it in writing, but, we never received anything in writing to this effect.  (To be honest, no information was ever provided in writing, even if requested.  Representatives were always very crafty and talented at getting out of putting things in writing.  Anytime we received something in writing, it was extremely vague, and even that left us with a feeling that we had managed to 'trick' them into giving it to us in writing!)

Eventually, we demanded specifics.  We were reassured that this would come when the plot plan came, but up until then, we would have to wait.  Finally, we convinced them to let us know their best 'guesstimate', without the plot plan in front of them.  We were told that based on the house next to our lot, assuming that the front of our house is kept in line with theirs (as we were promised), our house would be 5 ft shorter than the beside our lot.

We did our best, and we measured it out.  We were ecstatic to see how large our backyard would be!  Not only would there be over 30 ft between the house and the garage, we would have a large side yard to go with it - exactly what we wanted. 

Eventually in October, 2009, our plot plan was ready.  We were finally going to see the layout of our backyard.

Just as a side note - the plot plan is the last and final stage before the build.  By this time this is made available to the customer, Homes By Avi has already received the non-refundable deposit of 5% of the total purchase price of the house.  By this time, all aspects of the house have been planned, right down to the hardware.  As far as we could tell, there was no other way to obtain this information prior to this point.
We met at the sales centre with the area sales assistant (as the area sales manager was unavailable) to go over the plot plan.  We were horrified at what we saw.

Our house was positioned over 9 metres back from the sidewalk.  Not the typical 3.60 metres from the front sidewalk, but our front door would land an addition 6 metres back.

That meant that our backyard was 6 metres (20 feet) less than what we were led to believe we would have.

The rest of the meeting was a blur (such a blur several obvious mistakes were never caught, and can still be seen on our house!).  We couldn't get over the fact that the sales centre staff had lied to us.  After all of the times that we had inquired, after all of the specific questions that we had asked in regards to the space, after everything, they never told us the truth.  Even if they were telling us the truth within their knowledge, wouldn't they have at least thought to enquire further on our behalf?  We had pushed so often!  Wouldn't they think to cover their bums and enquire further?  Our Area Sales Manager was said to be experienced, so how could this have been missed?  If we would have known when we walked in, we would have never purchased.  We required more than 4.7 metres between our house and garage. It was simply just unacceptable to us.

We had had enough of the lies and the run around.  We booked a meeting right away with the customer service manager.  We met with her at Homes By Avi's office and went over all of our concerns. She reassured us that she would look into our complaints and get back to us.

In mid October we had a meeting at the sales centre with our Area Sales Manager and the Sales Manager.  While they admitted that it was an error for us to have been told that the house would not be pushed back, it was something they couldn't change.  We were offered three options.
A - Suck it up and take it as is.
B - We could have our pick of lots in the new area and build our house there.  The new area had not yet been released for home development, and it was not known for sure when the builders would be able to build in the area. Homes By Avi suspected it would be in a few weeks, but the catch there was - we didn't believe them.  The new area didn't even have roads yet, we doubted there would be houses before roads.
C - We take our deposit back, walk away from the deal, and Homes By Avi would build the house as planned, and sell it as a spec house.

We had a lot to consider in our decision, and we had to make up our mind on the spot.  We had three kids, 3 and under. We had already sold our condo and was living in rented accommodations, having just signed a lease to take us until April, 2010.  We were told that there would be no way to extend our lease.  Our mortgage was already approved and ready to go, with an amazing interest rate that expired at the end of May 2010.  We had no time to lose in the development of our house.  

What were we to do?  We had already invested approx 6 months of our time and being into this property.  We had already planned it all out...it just had to be built. If we walked away, we had no compensation for the time and energy spent, no reward, just the ability to drive by and see our dream belong to another.  Having sold our condo and signed a lease agreement, we would be stuck watching the real estate prices rise until spring came.  If we waited until the new area was opened, yes, we could have the first pick of lots, but how long would that take?  Nothing up until this point happened in the time frame that Homes By Avi stated.  It had always proved to be at least twice as long.  We didn't have time on our side.  We couldn't lose our mortgage approval or interest rate.  And we couldn't keep moving our family from house to house while we waited for our home to be built.  Prices had already gone up considerably on all of the houses (we had been told at the time that our house had easily increased an additional $20,000 since May.) 

We could not afford to start from scratch again. 

As we saw it, we had no choice.  We felt backed into a corner, bullied.  We had to accept it, as is. 

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Today, we have approx. 16 ft between our house and our garage.  The way the land was graded, the quale was approx 4 ft lower than the height of the grade along the house (in approx 14ft of space, the highest point was 4ft higher than the lowest point).  The stairs had to be moved from the end of the deck to the side of the deck as the stairs would end with less than 2 ft between the garage and the steps.  The space between the house and the garage was useless.  The slope so great that in the winter we could barely climb up the hill to get to our stairs.

We have, however, made the best of the situation - we built a deck in that space.  Our children play to the side of the house, although there is not the space that we had anticipated, 23 ft at its widest, 8ft at its narrowest.  We have a large front yard, which is played in from time to time, but largely useless. 

While we have made the best of what we were given, it is still hard not to feel any negative feelings when we look at our yard.  We are extremely disappointed with it. How could we not when we were so readily and frequently promised what we desired?  How could we not when we were basically told 'yah, we made a mistake, suck it up.'  We are sure that like all things, memories of our build will fade as we make new, happy memories in the space.  In the end though, no one can change the facts - while we may have a large plot, the majority of our yard space is useless.

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Companies make promises everyday.  Promises are made based on certain circumstances, certain truths, certain beliefs.  Some promises are calculated, some are guessed, some are pulled out of thin air, some are implied, and some are out right promised.  Everyday, these promises are either fulfilled or broken. While we have all been told not to make promises that we can't keep, sometimes 'things' happen, and promises are forced to be broken.  Good company or bad company, it happens to all companies, companies are still made up of people, who are still capable of mistakes and are vulnerable to changes.  One cannot determine if a company is a good or bad simply based on whether or not they follow through on their promises.  The determining factor is how the promise is handled, whether it was an implied promise or an out right promise.

In our case, Homes By Avi handled the situation.  It was not to the best of their ability, but it was in their best interest.  As much as they say they are here for the customer, at the end of the day, they still have a bottom line, and my money is profit in their hands, meeting that bottom line.  It is not about the customer.  It is about their bottom line. 

It is NOT about the customer.  It is about the customer's money.  

And that my friends is the bottom line when building with Homes By Avi.