The Whistling Door Saga

The drama with our front door continues with this morning's developments, first mentioned in my original blog post.

The guy from the Maintenance Team at Plantation Homes showed up (late) this morning to fix the following issues as agreed:

1. Front door (to stop it from whistling)
2. Front door - metal plate by the door handle
3. Seal the gap between the bent skirting board and the wall

Items 2 and 3 on the list have been fixed - although, with the sealing of the gap to stop air and small insects from coming inside - this was done but has not been restored to the wall/skirting board's original appearance (e.g. sanding, painting). Apparently, that falls outside of "fixing the issue" and into "cosmetics and to be fixed at 12-months" issue. Splitting hairs but sure, that is what we agreed on for cosmetic issues. In replacing item 2, they have also stripped the screws holding the lock component in, with one of the other screws no longer sitting flush - causing the door to catch every time you open or catch. A problem they will need to fix in subsequent maintenance visits.

The main issue is with the front door and the cause of the whistling. The Warranty Manager explained the cause of the whistling as "a mixture of where the house is positioned (near a noisy road), which creates acoustics such as whistling". He then went on to explain that it has nothing to do with the door and their workmanship, and attributes the issue to the position of the house and the environment surrounding the house. Their solution is to affix a permanent aluminium bar on the outside of our front door to further seal the door - a highly visible aluminium bar for all to see from the street or beyond.

Follow up call has suggested there is an alternative (2nd) solution to this acoustic issue. I have asked them to explore the less permanent rubber option first before contemplating the original aluminium fixture.

Chatting to other Plantation Home Owner (aka next door neighbours with very similar geographical positions to us and similar door constructs), they have no similar issues with whistling doors. This leads me to believe it is a door installation fault and not other issues they have mentioned, but hey, I am no acoustic expert!

More details of when they will follow up on these issues to come. Let's hope no new issues crop up while they are fixing existing issues!

Employee of the Month (Update)

As originally mentioned in my blog post, Sxxxx was one of the only people I have dealt with at Henley Properties / Plantation Homes that did progressed issues in a timely and satisfactorily manner.

As a follow up to some of our correspondence, I emailed him today only to get a "I no longer work here" automatic response.

That leaves one to lead their own conclusions, as I have no other information to go on.

Best of luck in your new job Sxxxx if you are reading!!!

Meanwhile, I have now referred my queries to the National Marketing Manager. Let's hope he is as responsive and helpful.

Splash Back Spectacular

Back on topic to my post house handover experience (June 2016 and beyond), this time with our kitchen splash back and Plantation Homes' subcontractor Stegbar (a Jeld Wen Company).

My better half and I had noticed numerous, highly-visible scratch marks on our beautiful red splash back, which was marked up with tape and reported as defects (see photo below).

Taken on 12th June (5 days after handover)

For those with sharp eyes, there were 5 scratches identified on the splash back itself - some of them as long as 10cm, in a straight line as if someone had taken a knife to it. The defects were not limited to the splash back (this is a cropped photo for this post only, with the other defects around the kitchen to be subjects of future posts).

After weeks of trying to get Plantation Homes' Administrator and Site Manager's attention, and promised that the replacement of the splash back will:

1. be communicated to us (the date and time of the replacement) so we can arrange time off work
2. cause no damage because they will be replaced in two pieces in stead of one large piece of glass
3. take place with all due care taken when the replacement work is conducted

Of course, the replacement of the splash back and our dealing with Stegbar did not go as planned. My email to the Plantation Homes' Administrator evidenced on 5th July:

Hi Lxxxxx,
We have been trying to get in touch with Cxxxx although I understand he is currently on leave. This email is to discuss the lack of quality control in your subcontractor while carrying out defect maintenance.

Today we had Stegbar show up unannounced after they or another trade left a scratched up splash back in the house at handover. They were told they had to replace it, which happened this morning. Again, I have to emphasise the fact that their arrival was unannounced and would have missed us if we had left work on time. The two guys that showed up proceeded to bang their way around the kitchen and ruining the stone bench top finish with stains and scratches (again, because this has happened already previously with another trade), the paint work, did not affix the power sockets back properly (they are now loose) and destroyed the surface of the new ceramic stove.

I am extremely disappointment in these guys as the works were not carried out in the way Cxxxx had described where the installation was done in parts - we have a video recording of them carrying out the works and scratching the sh*t out of everything in the process.

The more defects we are trying to fix, the more problems they cause. This goes with the other contractors too. The paint guy comes in to fix little paint defects and ended up staining the tiles. Everyone that comes to fix something leaves more destruction behind them then they have fixed. They are inconsiderate and just want to be in and out and on to the next job.

Something needs to be done about all the destruction that has happened. However, I am unsure I want any of the guys back in to do anymore work. I need an action plan forwards on how these issues will be resolved.

Regards,

Sxxxxx

 In detail:

1. The two guys from Stegbar that showed up was unapologetic about being there unannounced and just shrugged their way in to our house
2. Initially they did not lay down any protective covering to protect the ceramic stove (see above photo), which is made of glass also and therefore, prone to scratches. It was at my insistence that they placed a (I kid you not) small dish-cloth size fabric to cover the stove top, which was wholly insufficient, which led to point 3.
3. The insufficient stove covering while they were conducting their work left silicon on our cermaic cooktop, which we had to painstakingly remedy oursevles without damaging the surface - some didin't come off properly.
4. They stuffed up the pain job in the kitchen (which they explained Plantation Home will be willing to come back and fix)
5. While installing the new splash back, hit (impacted) our sink tap (luckily that wasn't broken in the process but left a mark)
6. Stained our ivory stone bench top red in a number of areas (which we later had to clean off with turpentine)
7. Did not properly replace the light switches, which became loose and had to be adjusted by the Site Manager later
8. In their haste to finish this maintenance job, they affixed the oven switch upside down (a huge safety liability if the oven really needed to be switched "off" for any reason)

Spot the damage and shoddy work

I laughed myself silly when I read that Stegbar was a sponsor on shows such as The Block and Reno Rumble. This is how they do their marketing! Not to mention, their ads on places such as Yellow Pages where they state their industry association membership - something a lot of consumers put credence, in the hope that the membership is a seal of approval for quality of work.

A theme that has emerged throughout our maintenance period has been the quality of the subcontractors (and subcontractor workmen) throughout the process. More than once I had people complain to me that they don't get paid enough to do the job, so it is not within their best interest to "stick around" for too long. They admitted to corner cutting wherever possible.

I realised that the residential building industry is currently hot right now (although signs point to things slowly down), but treating people who paid good money for trades is just bad customer service and bad long term client retention strategy.

So would I recommend Stegbar for any future works to friends, family or strangers? What do you think?

It is Spring...would you like a cuppa?

Most people would tend to agree that Spring is a lovely season. A season full of new beginning, promise and hope. Time to kick back and enjoy a calming cup of tea (or something stronger if you prefer). Let me get the kettle, it's boiling.

Hold on...the kettle? I didn't put on the kettle. What is that high-pitched whistling sound?

The whistling noise is the sound of our front door, on a windy Spring day, doing a great imitation of a boiling kettle. It turns out, the front entry way is not sealed properly. Preliminary (and non-expert tests and examination of the door) suggests:

1. The front door seem to be too small for the frame
2. The seal around the door was insufficient to cover the difference between the door frame and the door, creating a thin crack where upon bursts of wind in a particular direction creates whistling noises.

This latest issue broke the calm of our past Saturday and Sunday repeated, sounding like an unwelcoming siren going off unpredictably, giving anyone who would like one - a headache.

I have yet to broach this latest problem with Plantation Homes because we heard back (discouragingly) on another issue regarding the door - the metal door handle plate on the same problematic front door.

Upon exiting our house after the house handover (having just completed the handover defect paperwork), we noticed that there were scratches on the shiny metal plate attached to the door handle (as is likely to happen one of these days - keys near shiny metal). However, has we had been in the house zero days at that point, we raised it with the Site Manager putting his shoes on.

At this point, the Site Manager expressed willingness to put this on the defect paperwork (in said Site Manager's hand) and have this problem fixed ASAP. Fair enough, we didn't stop him putting his shoes on to demand that he do the paperwork in front of us - we were the trusting sort.

A response received today after I once again emailed them to remind them of this issue yielded this:

I wasn’t aware of any issues with the door handle panel. I cannot see it noted on the practical completion sheet and when I followed up with Cxxx, he couldn’t recall this being discussed either. Please feel free to make note of this for your 12 month warranty review.

I hate the "he said/she said" scenarios, knowing full well that we can't bloody prove a thing because it hadn't been written down. Foolish of me for trusting someone to show some professionalism and honesty. I am going to hazard a guess that we will have to live with this one, because come 12 months warranty review, we will most probably (85% anyone?) that this will be cosmetic, superficial and not worth fixing.

So my guests when visiting this Spring will be treated to a whistling door that makes you want to bolt from the house, and a shiny but damaged handle - making the new house seem not quite so new. That's the look I am going for anyway! Ha says no one ever!

Employee of The Month

On Friday, I have finally seen some of that Customer Service Plantation Homes/Henley Properties have been touting - a commodity that seemed in short supply through my post construction/maintenance dealing with Plantation Homes up until now.

Let's see what the Online Relationship Coordinator at Henley Properties has done right:

1. Yes - he actually did he job! It never ceases to amaze me how many people think they are doing their jobs, but have fallen short. Your job may be to communicate with people (read some reviews, post emails and call people) - those are just some forms in which you perform your job. There is an inherent need to bring these seemingly random tasks together with the right job attitude and the right prospective to relate to your clients and actually do your job. So yes, this guy actually did his job - read the negative reviews of my experience with Plantation Homes, took in on board and followed up with me via multiple methods. Over the course of nearly two weeks we backwards and forwards on the public forum (ProductReview.com.au) and email. My less than cordial communication reflected my frustrations, however, he soldiered on like a professional that all employees should be (I will come back to this point later).
2. Though based down in Melbourne, he was able to affect a change in response that I have been unable to achieve since moving in more than 3 months ago. Now this is my conjecture at this point (having no knowledge of Henley Properties' management systems), a guy doing his job was able to pass it onto his manager who spoke with other departments (across different states) to resolve a client issue. Now THAT IS CUSTOMER SERVICE. The corporate cogs often work very slowly because the different parts of an organisation are so big, so geographically dispersed and silo(ed) in their operation that achieving any positive change across departments (and states) was no no small feat.
3. He was able to concisely and succinctly communicate an action plan to rectify our issues.

At this point, a plan is in place to fix a number of bigger issues plaguing our house to which I am relieved and thankful. I hope all goes as planned (stay tuned on progress in the next few weeks). Meanwhile, I hope Henley Properties understand what a wonderful employee they have in their Online Relationship Coordinator and reward him for his persistence and perseverance. 

This brings me to my next point - bad customer service and what that looks like. An example of someone in dire need of training/career development or a new career altogether. The Warranty Customer Service Administrator Axxxx B has in her communication with myself and my better and more even-tempered half, earned both of our ire. She was:

1. Ineffective in her communication: on multiple occasions she asked for elaborations and clarifications to an issue that was simplistic in its fundamental nature. Rather than referring it onto someone else that can make a call on the matter, she stalled and delayed. A classic tactic of someone that is inept in their job and wished to cover matters up, causing delays in progress and downright pissing off the customers (not to mention making her boss look bad seeing as how she contributed to a royal mess).
2. She told us that she had sought guidance from her manager, and challenged us to seek out the regulatory body to change the status quo. This whole exchange somehow feels fictitious to me. Is the standard customer service response to refer customers to the regulatory body and get the company she works for in potential strife? Was this part of her Customer Service Administrator training? My better half has spoken to her manager and had been advised of very different things in a vastly customer service appropriate attitude. Lesson here: it is one thing to lie on the job because you are lazy or incompetent (or both), it is quite another to be caught with it. 

Unfortunately, our great nation Australia isn't known for its customer service. Anyone who has ever travelled overseas can attest to the difference in customer service overseas, in particularly, I am thinking of New Zealand, Taiwan, Japan, Vanuatu etc...

Let's bust a myth today: Customer Service isn't specific to some industries (although this post has been about customer service in the building industry). Customer Service applies to all industries and all roles. When people think customer service, they think of:

1. Customer Service Desks at shopping centres (valet parking anyone?)
2. Shop attendants when you go shopping
3. Waiters and cashiers when you eat out anywhere

The three examples above are just the obvious forms of customer service. Unfortunately a lot of people don't understand that they are all in some shape or form required to serve clients, with problem solving and quick thinking amongst the biggest arsenal to effectively do their jobs. Think about it:

1. If you are a GP, your client are your patients
2. If you work in a construction company, your clients include local governments, state governments, regulatory bodies and the wider community in which you operate
3. If you are a teacher, your clients are the parents and the children, not to mention the school administrators (teachers are truly to be commended for their dedication to multiple masters)

So, think about what you do in your chosen profession and industry, and the clients that you serve. Are you living up to your customer service responsibilities? How can you improve on your customer service so that your clients will give you repeat business? Repeat business and positive client satisfaction is the end goal of every professional, which leads to rewards like promotions and salary raise (or that EOFY bonus...maybe?).

That sinking feeling

So the story goes that we decided to build a brand new house, and the brand new house needed a double under-mount sink (as you do). The double under-mount sink (see below) was of typical specification - having decided we did not need anything to customise the sink any further. Nothing to go wrong right?

The uneventful and total generic under-mount sink in question

At our June 2016 handover, our Site Manager presented us with the serious stuff (paperwork and other boring stuff) and showed us the accessories that came with our new sinks, chief amongst this is the sink cover, which considering the size and specifications were generic, should have been an off-the-shelf item.

The Site Manager took the sink cover out of the box, out of its plastic sleeve and attempted to put it over the sink to demonstrate how it should work (and didn't). We did all the right things by noting it down as something they need to rectify and on we went onto the other parts of the house.

Friday 2nd of September (a full 87 days after he first took it away to be resized), he left it without any protective packaging, unannounced and unattended near the front door of our house. What if the sink cover had gone missing? What if it had been damaged due to a factor outside of our control? Does that mean we forfeit our right to own and use this item?

The result:

Apparently, this issue has been fixed.

Notice on the right side, there is a hole? I don't think it is suppose to be like this.

A quick Google search for under-mount sink covers reveals that we seem to have a sink cover like no other (with a sizeable gap). Plantation Homes considers this issue resolved. I don't think I will get anymore traction with this issue!

Google example 1

Google example 2

Just a bit different...yes?

Hello and welcome!

Welcome to my new blog about my family's experience building with Plantation Homes (also known has Henley Properties) in Queensland, Australia.

This blog is purely based on our personal experience with this builder, which will hopefully provide more information to up and coming families and investors on what it is like to build with them.

To be fair, I have read some great reviews on Plantations Homes, saw their award-winning display homes and thought we had landed on a solid and reputable builder. Their sales staff were extremely helpful, professional and persuasive, which was what convinced us to build with them. Our due-diligence at the time indicated no they were the way to go. How I wish that were true!!!

The house from the outside seems to have all the trappings of a well-constructed and well-designed structure. With the help of the inhouse Plantation Homes Colour Selection Stylists, the end result is - on the surface - pleasing to the eye. However, look close enough and live in the house a couple of months and you will start to find where the corners have been cut (an admission straight from their subcontractor's mouth too!).

The building phase had its fair share of challenges, which I will retrospectively blog here in the future. However, for now - fresh off the bat, I would like to treat readers to the lovely maintenance phase.

As with a lot of new build owners in the last couple of years, we were renters. The end result of having your own brand new house still looks like a palace compared to the dingy, under-maintained renter's hovel that we came from. We were desperate to move in (largely due to financial pressures of maintaining a mortgage and a rental property) which I think builders take advantage of - rushing through the handover inspection and placing the onerous task on us, the owners to find all the defects during two hours what Site Managers are paid for 6 months to do.

So...welcome to my little piece of cyberspace vent-piece, designed for people like me that have a bone to pick but don't have the money or the resources in order to do something real and tangible about it. For the "little people" that has to suck it up and bear what builders have to dish out because what else can we do about it? Especially when they refuse to fix the house that you spend good money for them to build and industry bodies refuse to regulate them or keep the public/consumers informed (and continue to award them medals for the terrible privilege).

I also welcome anyone that had experiences with either Plantation Homes or any other builders to contribute to my blog. I welcome all views as long as they are not derogatory or a direct attack.