As discussed this morning I have some information regarding the above case IDI have provided the chain of letters pertaining to [redacted] Events Email sent via Field to customer regarding the purchase of the home (Possession date September 8, 2016) – email sent on August 24, Email sent again via Field to the customer regarding the purchase of the home – email sent August 30, Customer responded to Field via email explaining: “Hello, unfortunately our finances are not in a good place right now and after talking to our mortgage broker it has been decided that we cannot afford to purchase the houseWe have a baby arriving in October and we are currently down to one incomeBrookfield has already been notified, but they asked me to inform you as well.” – email received on September 1, Email sent via Field to the customer explaining that they will need to seek independent legal counsel in respect to legal advice on the matter – email sent September 2, Email sent via Field to the customer again asking if they have been able to receive independent legal counsel – email sent September 07, 2016, and again on September 13, Customer responded with an email indicating that they cannot afford a lawyer – email received September 13, Customer responded with another email indicating “Yes we have to walk away from the property entirelyIt's not something we want to do but financially we have to” – email received on September 14, Field sent an email indicating that mutual release documents are signed and available for the customer to sign – email sent on September 20, Customer non responsive Field sent an email reminding customer , and provided mutual release documents for review – September 26, As per Contract Brookfield reserves the right to terminate the contract ( Clause 17), customer was given seven days’ notice as per contract before Brookfield terminates– email sent October 5, Brookfield sent notice on October 7, via email and registered mail – copy of receipt supplied Brookfield released the unit for sale on October 17, Please let me know if you require anything further - [redacted]
TERRIBLE NEVER build with Brookfield We loved the layouts & we loved the sales staff we worked with It was all downhill after that From KNOWN design flaws, to cheap materials, shoddy workmanship, un-ending staff turnover, poor communication, affiliations with companies performing as poorly as them, to problem after problem Unless we have hounded them to fix something, things don't happen We have been in our home just over a year & have yet to be able to enjoy our home Am happy to get into specifics about any of these claims
Initial Business Response / [redacted] (1000, 6, 2014/07/04) */ It is very unfortunate there was a misunderstanding with the customerIn our prior communication with the customer, we mentioned we are obligated to build our homes as per our mutual contract (signed purchase Agreement)The purchase agreement summarizes what is included in our standard options (Schedule ) and what specific options have been pre- selected for this pre-planned home (Schedule 0)We do not include natural gas BBQ lines as part of our standard specifications (as noted in our schedule 4) and the item (BBQ gas line) was not one of the upgrade options pre-selected for this unit (as noted in our schedule O)Therefore it was not part of the agreement and consequently was not charged for eitherThe customer was given appropriate # of days to review the documents and make decisions on whether to purchase the home as per our agreementUpon possession/occupancy inspection, the customer requested to make a change and include BBQ gas line however, our build practices do not allow us to make changes (as outlined in our agreement) and therefore we could not accommodate their change requestBecause the gas line was not ever charged for, we do not feel that compensation is required Due to the personal nature of the contract, we cannot send documentation but could do so with the customers approval Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told when purchasing the home it would be there During the walk through I NOTICED this was not on my unit I then requested them to add it as I was promised At that point I was told too bad, its not in the contract I know it is not legally binding verbally - [redacted]
My husband and recently bought a home with Brookfield and if you're thinking of purchasing with them I would reconsiderDuring the process of purchasing the home Brookfield had a lot across from park which resulted in a $7,lot premium My husband and I thought that was fair and were excited as all the renderings and lot plans showed an unobstructed view
After returning from a trip we drove by the lot and observed an exceptionally large bus stop right in front of the home and a huge sign right in front of the main windowAt no point during any discussions was that ever mentioned to usThe reason we paid the lot premium was the extra privacy of not being across from other homes
When the issue was finally moved up to a manager their true colours showedOne of Brookfield's core values is apparently integrity which encompasses honesty and decencyI can honestly say that they have failed miserably at holding true to that core valueBeing honest in your renderings about where bus stops are would have been the right thing to doThe decent thing to do would be to apologize for your mistake and make it right with the customer not spin the situation to the customer or blame ETS for placing a stopIt's common knowledge that ETS has their routes preplanned prior to development which in turn should have been clearly labeled on the renderings
The second disturbing issue is that Brookfield states "We listen to everything they say, and focus on creating positive experiences for each and every homeowner"It's obvious that the Brookfield manager for the Orchards is not listeningThe manager had the audacity to tell us to stay with the home and deal with their mistake or pullout which at this point in time is not possible
Brookfield was in full control of the situation and neglected to be full, frank, and fairBrookfield is a multimillion dollar company but acts like a bunch of armatures when it comes to customer service or even being truthfulWe recently asked to speak with the supervisor of the Orchards manager and were stonewalled by that manager who stated that he would be the only point of contactAbsolutely disgusting; I guess the "common folk" who give you a large portion of your business don't matter that muchWhy even have core values if you do not intend to follow them
Initial Business Response /* (1000, 6, 2014/09/18) */
Contact Name and Title: *** *** *** **
Contact Phone: XXXXXXXXXX
Contact Email: ***@brookfieldrp.com
Hello,
Thank you for taking the time to bring this to our attentionWe appreciate the opportunity to
address all of our customers' concerns, and apologize for the delay in response from our Service TeamWe understand the concerns to be as follows, if we have misunderstood, please let us know
Brookfield to provide paperwork showing that the final grading work was completed
Brookfield to be liable for any penalties associated with the final grading work delays, if any
In reference to the points above:
Please see attached City of Edmonton Lot Grading Inspection Report dated October 10,
aFinal Grading has passed with the City of Edmonton for this home
bThe report reads "Lot Grading Inspector has issued Final Grade Approval on: October 10, 2013."
cWe understand this to mean, that Final Grading was issued for this property
iWe spoke with a City of Edmonton representative and they confirmed that Rough Grade, and Final Grade certificates were issued and passedWe are waiting for a copy of the Rough Grade Certificate, which we will email to Revdex.com
dThe City of Edmonton representative confirmed that there is no additional work required, other than regular homeowner maintenance
We confirmed with the City of Edmonton there were no delays on grading work, and no penalties associated/pending with this home as a result of the grading and landscaping work
We hope that this information is of help, and leads us to a successful resolutionWe are here to help, and committed to working together if there are any additional concernsPlease contact me *** directly, at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that this is resolved until we receive the final grade certificateThis response states that they are waiting for the city to provide the rough grade certificate onlyThe response only shows that an inspection was doneI would like a copy of both the rough grade and final grade certificates sent to us as soon as received by Brookfield or Revdex.com for this issue to be resolved
As discussed this morning I have some information regarding the above case ID.
I have provided the...
chain of letters pertaining to [redacted].
Events
1. Email sent via Field to customer regarding the purchase of the home (Possession date September 8, 2016) – email sent on August 24, 2016.
2. Email sent again via Field to the customer regarding the purchase of the home – email sent August 30, 2016.
3. Customer responded to Field via email explaining: “Hello, unfortunately our finances are not in a good place right now and after talking to our mortgage broker it has been decided that we cannot afford to purchase the house. We have a baby arriving in October and we are currently down to one income. Brookfield has already been notified, but they asked me to inform you as well.” – email received on September 1, 2016.
4. Email sent via Field to the customer explaining that they will need to seek independent legal counsel in respect to legal advice on the matter – email sent September 2, 2016.
5. Email sent via Field to the customer again asking if they have been able to receive independent legal counsel – email sent September 07, 2016, and again on September 13, 2016.
6. Customer responded with an email indicating that they cannot afford a lawyer – email received September 13, 2016.
7. Customer responded with another email indicating “Yes we have to walk away from the property entirely. It's not something we want to do but financially we have to” – email received on September 14, 2016.
8. Field sent an email indicating that mutual release documents are signed and available for the customer to sign – email sent on September 20, 2016.
9. Customer non responsive.
10. Field sent an email reminding customer , and provided mutual release documents for review – September 26, 2016.
11. As per Contract Brookfield reserves the right to terminate the contract ( Clause 17), customer was given seven days’ notice as per contract before Brookfield terminates. – email sent October 5, 2016.
12. Brookfield sent notice on October 7, 2016 via email and registered mail – copy of receipt supplied.
13. Brookfield released the unit for sale on October 17, 2016.
Please let me know if you require anything further.
My wife and I moved into our home in December of 2014.
In May, we learned that the City of Edmonton failed the original rough grade as further work was needed. After many emails asking when it would be completed so that we could pursue a final grade, the Rough grade was issued in the beginning of October, well beyond the time periods set by the city of Edmonton to correct any known grading issues. In the end, the only work completed was the downspout connect to the city storm water system, and some sod along the side of the house. apparently this work takes half a year.
In between that time, on July 6th, I notified Brookfield that there was a significant depression in the finished front yard, including the front lawn and the landscaping along the driveway and walkway. As the property had still not passed Rough Grade, this was the responsibility of the builder (Brookfield). After numerous contact attempts with Brookfield to determine when this would be repaired, it was finally "fixed" in the last week of September or the first few days on October (unsure which, as we were away from Sept 28 to Oct 5). The "repair" filled in the landscape portion, but left a settled area of the lawn that at its deepest point is approx 6 inches below the driveway and the rest of the sod. The problem is that a large depressed portion still existed, and the edging between the landscaping and the sod is basically buried, leaving no border between the sod and the mulch (a mess). Whomever did the work did an awful job. Front landscaping as far as I was aware was something included within the original purchase price.
I contacted Brookfield to voice my displeasure on October 6th, the service admin for warranty work forwarded my complaint to the site manager, and told me they would contact me regarding this issue and to contact the site manager moving forward on any landscaping issues. On October 8th, I let him know I was available if he would like to come look at the area I'm talking about, without response. A week later I emailed again voicing my displeasure with the lack of any communication whatsoever and that I needed some kind of contact by the end of the day yesterday October 15th, that too went unanswered. I again followed up October 16th. Later on the 16th, the site manager indicated he had been to my property and that this issue would have to be brought up with his manager, who of course was away that week, and that he would bring it up the following week.
Neither the site manager or the site manager's manager ever contacted me again after this. On Oct 27th I had my property surveyed for a final grade. The engineer indicated that I should fix the depressions in the yard right away as the City may come the next day to inspect and approve. I filled in the depressions, and fixed the landscape grading myself that night. It was a good thing I did as the City did indeed come the next day to inspect. In fairness, there were areas of the yard that I fixed as a result of moving topsoil to the rear yard, which were unrelated.
Aside from the service administrator, who has answered any inquiries quickly and with whatever information she has available, our experience with Brookfield for a simple depression fix has been nothing short of abysmal, and leads us to believe that Brookfield has very little care to what their finished product looks like after they have been paid. Luckily we have had nothing serious go wrong with the house thus far, and in all honesty, I dread having to deal with them again for another repair.
TERRIBLE. NEVER build with Brookfield. We loved the layouts & we loved the sales staff we worked with. It was all downhill after that. From KNOWN design flaws, to cheap materials, shoddy workmanship, un-ending staff turnover, poor communication, affiliations with companies performing as poorly as them, to problem after problem. Unless we have hounded them to fix something, things don't happen. We have been in our home just over a year & have yet to be able to enjoy our home. Am happy to get into specifics about any of these claims.
Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: [redacted] BDM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@brookfieldrp.com
Hello,
Thank you for taking the time to bring these concerns to our attention. We appreciate the...
opportunity to address all of our customer's concerns. I understand the concerns to be as follows:
1. Water damage reported within first year of warranty, which was addressed, but has now reappeared. Water comes into home when it snows, and this has occurred since possession.
2. Was the warranty work done correctly the first time, since issues have reappeared? Brookfield to assess warranty work that was completed.
3. Condo indicated that repair work would be at owner's expense.
If I have misunderstood, or if there are any additional concerns, please let me know, as I would like to address all concerns at the same time.
I have begun the process of investing the concerns, and as I'm sure you understand I will require additional time to ensure that I have fully reviewed all necessary Service documents. Furthermore, with your permission I would like to have one of our Brookfield representatives come to your home and do an assessment. We are able to schedule the assessment during regular business hours, Monday to Friday, 8am to 4pm. Please let me know if this is acceptable, and I will have a Brookfield representative contact you to schedule the appointment. I expect that the review process, as well as the assessment process (dependent on your availability) will take us a minimum of 3 weeks to complete. Once they are complete, we will review the information, and work together towards a resolution.
Thank you again for bringing this to our attention, as well as your patience as we investigate the concerns. Should you wish to reach me my direct line is XXX-XXX-XXXX.
Sincerely,
[redacted]
The smiling and helpful people you meet at the sales office are backed-up with different quality of after-sales service people.
Me and my wife bought a new single house in Edmonton, in one year the entrance of the garage was fragmented in the middle. I wasted my time trying to get my broken garage ramp fixed and the only thing I got from the service department is argument and theories trying to justify their refusal to repair the damage.
I felt I wasted my time and money with this company.
Initial Business Response /* (1000, 6, 2014/07/04) */
It is very unfortunate there was a misunderstanding with the customer. In our prior communication with the customer, we mentioned we are obligated to build our homes as per our mutual contract (signed purchase Agreement). The...
purchase agreement summarizes what is included in our standard options (Schedule 4 ) and what specific options have been pre- selected for this pre-planned home (Schedule 0). We do not include natural gas BBQ lines as part of our standard specifications (as noted in our schedule 4) and the item (BBQ gas line) was not one of the upgrade options pre-selected for this unit (as noted in our schedule O). Therefore it was not part of the agreement and consequently was not charged for either. The customer was given appropriate # of days to review the documents and make decisions on whether to purchase the home as per our agreement. Upon possession/occupancy inspection, the customer requested to make a change and include BBQ gas line however, our build practices do not allow us to make changes (as outlined in our agreement) and therefore we could not accommodate their change request. Because the gas line was not ever charged for, we do not feel that compensation is required.
Due to the personal nature of the contract, we cannot send documentation but could do so with the customers approval.
Initial Consumer Rebuttal /* (3000, 8, 2014/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told when purchasing the home it would be there.
During the walk through I NOTICED this was not on my unit.
I then requested them to add it as I was promised.
At that point I was told too bad, its not in the contract.
I know it is not legally binding verbally - [redacted]
As discussed this morning I have some information regarding the above case IDI have provided the chain of letters pertaining to [redacted] Events Email sent via Field to customer regarding the purchase of the home (Possession date September 8, 2016) – email sent on August 24, Email sent again via Field to the customer regarding the purchase of the home – email sent August 30, Customer responded to Field via email explaining: “Hello, unfortunately our finances are not in a good place right now and after talking to our mortgage broker it has been decided that we cannot afford to purchase the houseWe have a baby arriving in October and we are currently down to one incomeBrookfield has already been notified, but they asked me to inform you as well.” – email received on September 1, Email sent via Field to the customer explaining that they will need to seek independent legal counsel in respect to legal advice on the matter – email sent September 2, Email sent via Field to the customer again asking if they have been able to receive independent legal counsel – email sent September 07, 2016, and again on September 13, Customer responded with an email indicating that they cannot afford a lawyer – email received September 13, Customer responded with another email indicating “Yes we have to walk away from the property entirelyIt's not something we want to do but financially we have to” – email received on September 14, Field sent an email indicating that mutual release documents are signed and available for the customer to sign – email sent on September 20, Customer non responsive Field sent an email reminding customer , and provided mutual release documents for review – September 26, As per Contract Brookfield reserves the right to terminate the contract ( Clause 17), customer was given seven days’ notice as per contract before Brookfield terminates– email sent October 5, Brookfield sent notice on October 7, via email and registered mail – copy of receipt supplied Brookfield released the unit for sale on October 17, Please let me know if you require anything further - [redacted]
TERRIBLE NEVER build with Brookfield We loved the layouts & we loved the sales staff we worked with It was all downhill after that From KNOWN design flaws, to cheap materials, shoddy workmanship, un-ending staff turnover, poor communication, affiliations with companies performing as poorly as them, to problem after problem Unless we have hounded them to fix something, things don't happen We have been in our home just over a year & have yet to be able to enjoy our home Am happy to get into specifics about any of these claims
Initial Business Response / [redacted] (1000, 6, 2014/07/04) */ It is very unfortunate there was a misunderstanding with the customerIn our prior communication with the customer, we mentioned we are obligated to build our homes as per our mutual contract (signed purchase Agreement)The purchase agreement summarizes what is included in our standard options (Schedule ) and what specific options have been pre- selected for this pre-planned home (Schedule 0)We do not include natural gas BBQ lines as part of our standard specifications (as noted in our schedule 4) and the item (BBQ gas line) was not one of the upgrade options pre-selected for this unit (as noted in our schedule O)Therefore it was not part of the agreement and consequently was not charged for eitherThe customer was given appropriate # of days to review the documents and make decisions on whether to purchase the home as per our agreementUpon possession/occupancy inspection, the customer requested to make a change and include BBQ gas line however, our build practices do not allow us to make changes (as outlined in our agreement) and therefore we could not accommodate their change requestBecause the gas line was not ever charged for, we do not feel that compensation is required Due to the personal nature of the contract, we cannot send documentation but could do so with the customers approval Initial Consumer Rebuttal / [redacted] (3000, 8, 2014/07/07) */ (The consumer indicated he/she DID NOT accept the response from the business.) I was told when purchasing the home it would be there During the walk through I NOTICED this was not on my unit I then requested them to add it as I was promised At that point I was told too bad, its not in the contract I know it is not legally binding verbally - [redacted]
My husband and recently bought a home with Brookfield and if you're thinking of purchasing with them I would reconsiderDuring the process of purchasing the home Brookfield had a lot across from park which resulted in a $7,lot premium My husband and I thought that was fair and were excited as all the renderings and lot plans showed an unobstructed view
After returning from a trip we drove by the lot and observed an exceptionally large bus stop right in front of the home and a huge sign right in front of the main windowAt no point during any discussions was that ever mentioned to usThe reason we paid the lot premium was the extra privacy of not being across from other homes
When the issue was finally moved up to a manager their true colours showedOne of Brookfield's core values is apparently integrity which encompasses honesty and decencyI can honestly say that they have failed miserably at holding true to that core valueBeing honest in your renderings about where bus stops are would have been the right thing to doThe decent thing to do would be to apologize for your mistake and make it right with the customer not spin the situation to the customer or blame ETS for placing a stopIt's common knowledge that ETS has their routes preplanned prior to development which in turn should have been clearly labeled on the renderings
The second disturbing issue is that Brookfield states "We listen to everything they say, and focus on creating positive experiences for each and every homeowner"It's obvious that the Brookfield manager for the Orchards is not listeningThe manager had the audacity to tell us to stay with the home and deal with their mistake or pullout which at this point in time is not possible
Brookfield was in full control of the situation and neglected to be full, frank, and fairBrookfield is a multimillion dollar company but acts like a bunch of armatures when it comes to customer service or even being truthfulWe recently asked to speak with the supervisor of the Orchards manager and were stonewalled by that manager who stated that he would be the only point of contactAbsolutely disgusting; I guess the "common folk" who give you a large portion of your business don't matter that muchWhy even have core values if you do not intend to follow them
Initial Business Response /* (1000, 6, 2014/09/18) */
Contact Name and Title: *** *** *** **
Contact Phone: XXXXXXXXXX
Contact Email: ***@brookfieldrp.com
Hello,
Thank you for taking the time to bring this to our attentionWe appreciate the opportunity to
address all of our customers' concerns, and apologize for the delay in response from our Service TeamWe understand the concerns to be as follows, if we have misunderstood, please let us know
Brookfield to provide paperwork showing that the final grading work was completed
Brookfield to be liable for any penalties associated with the final grading work delays, if any
In reference to the points above:
Please see attached City of Edmonton Lot Grading Inspection Report dated October 10,
aFinal Grading has passed with the City of Edmonton for this home
bThe report reads "Lot Grading Inspector has issued Final Grade Approval on: October 10, 2013."
cWe understand this to mean, that Final Grading was issued for this property
iWe spoke with a City of Edmonton representative and they confirmed that Rough Grade, and Final Grade certificates were issued and passedWe are waiting for a copy of the Rough Grade Certificate, which we will email to Revdex.com
dThe City of Edmonton representative confirmed that there is no additional work required, other than regular homeowner maintenance
We confirmed with the City of Edmonton there were no delays on grading work, and no penalties associated/pending with this home as a result of the grading and landscaping work
We hope that this information is of help, and leads us to a successful resolutionWe are here to help, and committed to working together if there are any additional concernsPlease contact me *** directly, at XXX-XXX-XXXX
Initial Consumer Rebuttal /* (3000, 8, 2014/09/28) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not feel that this is resolved until we receive the final grade certificateThis response states that they are waiting for the city to provide the rough grade certificate onlyThe response only shows that an inspection was doneI would like a copy of both the rough grade and final grade certificates sent to us as soon as received by Brookfield or Revdex.com for this issue to be resolved
As discussed this morning I have some information regarding the above case ID.
I have provided the...
chain of letters pertaining to [redacted].
Events
1. Email sent via Field to customer regarding the purchase of the home (Possession date September 8, 2016) – email sent on August 24, 2016.
2. Email sent again via Field to the customer regarding the purchase of the home – email sent August 30, 2016.
3. Customer responded to Field via email explaining: “Hello, unfortunately our finances are not in a good place right now and after talking to our mortgage broker it has been decided that we cannot afford to purchase the house. We have a baby arriving in October and we are currently down to one income. Brookfield has already been notified, but they asked me to inform you as well.” – email received on September 1, 2016.
4. Email sent via Field to the customer explaining that they will need to seek independent legal counsel in respect to legal advice on the matter – email sent September 2, 2016.
5. Email sent via Field to the customer again asking if they have been able to receive independent legal counsel – email sent September 07, 2016, and again on September 13, 2016.
6. Customer responded with an email indicating that they cannot afford a lawyer – email received September 13, 2016.
7. Customer responded with another email indicating “Yes we have to walk away from the property entirely. It's not something we want to do but financially we have to” – email received on September 14, 2016.
8. Field sent an email indicating that mutual release documents are signed and available for the customer to sign – email sent on September 20, 2016.
9. Customer non responsive.
10. Field sent an email reminding customer , and provided mutual release documents for review – September 26, 2016.
11. As per Contract Brookfield reserves the right to terminate the contract ( Clause 17), customer was given seven days’ notice as per contract before Brookfield terminates. – email sent October 5, 2016.
12. Brookfield sent notice on October 7, 2016 via email and registered mail – copy of receipt supplied.
13. Brookfield released the unit for sale on October 17, 2016.
Please let me know if you require anything further.
-[redacted]
My wife and I moved into our home in December of 2014.
In May, we learned that the City of Edmonton failed the original rough grade as further work was needed. After many emails asking when it would be completed so that we could pursue a final grade, the Rough grade was issued in the beginning of October, well beyond the time periods set by the city of Edmonton to correct any known grading issues. In the end, the only work completed was the downspout connect to the city storm water system, and some sod along the side of the house. apparently this work takes half a year.
In between that time, on July 6th, I notified Brookfield that there was a significant depression in the finished front yard, including the front lawn and the landscaping along the driveway and walkway. As the property had still not passed Rough Grade, this was the responsibility of the builder (Brookfield). After numerous contact attempts with Brookfield to determine when this would be repaired, it was finally "fixed" in the last week of September or the first few days on October (unsure which, as we were away from Sept 28 to Oct 5). The "repair" filled in the landscape portion, but left a settled area of the lawn that at its deepest point is approx 6 inches below the driveway and the rest of the sod. The problem is that a large depressed portion still existed, and the edging between the landscaping and the sod is basically buried, leaving no border between the sod and the mulch (a mess). Whomever did the work did an awful job. Front landscaping as far as I was aware was something included within the original purchase price.
I contacted Brookfield to voice my displeasure on October 6th, the service admin for warranty work forwarded my complaint to the site manager, and told me they would contact me regarding this issue and to contact the site manager moving forward on any landscaping issues. On October 8th, I let him know I was available if he would like to come look at the area I'm talking about, without response. A week later I emailed again voicing my displeasure with the lack of any communication whatsoever and that I needed some kind of contact by the end of the day yesterday October 15th, that too went unanswered. I again followed up October 16th. Later on the 16th, the site manager indicated he had been to my property and that this issue would have to be brought up with his manager, who of course was away that week, and that he would bring it up the following week.
Neither the site manager or the site manager's manager ever contacted me again after this. On Oct 27th I had my property surveyed for a final grade. The engineer indicated that I should fix the depressions in the yard right away as the City may come the next day to inspect and approve. I filled in the depressions, and fixed the landscape grading myself that night. It was a good thing I did as the City did indeed come the next day to inspect. In fairness, there were areas of the yard that I fixed as a result of moving topsoil to the rear yard, which were unrelated.
Aside from the service administrator, who has answered any inquiries quickly and with whatever information she has available, our experience with Brookfield for a simple depression fix has been nothing short of abysmal, and leads us to believe that Brookfield has very little care to what their finished product looks like after they have been paid. Luckily we have had nothing serious go wrong with the house thus far, and in all honesty, I dread having to deal with them again for another repair.
TERRIBLE. NEVER build with Brookfield. We loved the layouts & we loved the sales staff we worked with. It was all downhill after that. From KNOWN design flaws, to cheap materials, shoddy workmanship, un-ending staff turnover, poor communication, affiliations with companies performing as poorly as them, to problem after problem. Unless we have hounded them to fix something, things don't happen. We have been in our home just over a year & have yet to be able to enjoy our home. Am happy to get into specifics about any of these claims.
Initial Business Response /* (1000, 5, 2014/12/31) */
Contact Name and Title: [redacted] BDM
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@brookfieldrp.com
Hello,
Thank you for taking the time to bring these concerns to our attention. We appreciate the...
opportunity to address all of our customer's concerns. I understand the concerns to be as follows:
1. Water damage reported within first year of warranty, which was addressed, but has now reappeared. Water comes into home when it snows, and this has occurred since possession.
2. Was the warranty work done correctly the first time, since issues have reappeared? Brookfield to assess warranty work that was completed.
3. Condo indicated that repair work would be at owner's expense.
If I have misunderstood, or if there are any additional concerns, please let me know, as I would like to address all concerns at the same time.
I have begun the process of investing the concerns, and as I'm sure you understand I will require additional time to ensure that I have fully reviewed all necessary Service documents. Furthermore, with your permission I would like to have one of our Brookfield representatives come to your home and do an assessment. We are able to schedule the assessment during regular business hours, Monday to Friday, 8am to 4pm. Please let me know if this is acceptable, and I will have a Brookfield representative contact you to schedule the appointment. I expect that the review process, as well as the assessment process (dependent on your availability) will take us a minimum of 3 weeks to complete. Once they are complete, we will review the information, and work together towards a resolution.
Thank you again for bringing this to our attention, as well as your patience as we investigate the concerns. Should you wish to reach me my direct line is XXX-XXX-XXXX.
Sincerely,
[redacted]
The smiling and helpful people you meet at the sales office are backed-up with different quality of after-sales service people.
Me and my wife bought a new single house in Edmonton, in one year the entrance of the garage was fragmented in the middle. I wasted my time trying to get my broken garage ramp fixed and the only thing I got from the service department is argument and theories trying to justify their refusal to repair the damage.
I felt I wasted my time and money with this company.
Initial Business Response /* (1000, 6, 2014/07/04) */
It is very unfortunate there was a misunderstanding with the customer. In our prior communication with the customer, we mentioned we are obligated to build our homes as per our mutual contract (signed purchase Agreement). The...
purchase agreement summarizes what is included in our standard options (Schedule 4 ) and what specific options have been pre- selected for this pre-planned home (Schedule 0). We do not include natural gas BBQ lines as part of our standard specifications (as noted in our schedule 4) and the item (BBQ gas line) was not one of the upgrade options pre-selected for this unit (as noted in our schedule O). Therefore it was not part of the agreement and consequently was not charged for either. The customer was given appropriate # of days to review the documents and make decisions on whether to purchase the home as per our agreement. Upon possession/occupancy inspection, the customer requested to make a change and include BBQ gas line however, our build practices do not allow us to make changes (as outlined in our agreement) and therefore we could not accommodate their change request. Because the gas line was not ever charged for, we do not feel that compensation is required.
Due to the personal nature of the contract, we cannot send documentation but could do so with the customers approval.
Initial Consumer Rebuttal /* (3000, 8, 2014/07/07) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I was told when purchasing the home it would be there.
During the walk through I NOTICED this was not on my unit.
I then requested them to add it as I was promised.
At that point I was told too bad, its not in the contract.
I know it is not legally binding verbally - [redacted]