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.Our letter was forwarded to the Sales Manager, who then accepted our original PPS, at its original price.
[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
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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...
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