Comments:

In summary, pre-sales = good; head office post-sales service=poor; field post-sales service by crews=good; visable design=good; construction quality=average. The company has a >customer service< department. This is really an after sales department, as opposed to somebody you would talk to prior to your purchase. The company has a huge deficiencies in servicing based on a buyers experience. Their (after-sales) front-line staff was found to be unqualified to handle situations, mediocre to unsatisfactory in the area of customer relations, and poor at follow-up. It was demonstrated that this person did not have a rudimentary knowledge of common construction flaws that are encountered after a build. It was demonstrated that this person had no concern or regard for failing to follow-up on matters while she was away on vacation for several days. (She matter-of-factly responded that she was on vacation and so what could she do about the problem, duh?) Some people just don't understand that voice mailbox greetings and email auto-replies should *inform* the customer when they are out-of-office and that *perhaps* somebody else could assist. The manager of the department did not demonstrate any higher level of customer service or concern. The company was shown to be reluctant to replace or repair defective items. There was constant delays in follow-up and in getting the builder to schedule a repair.