Sedgewick Homes

We take our customer satisfaction very seriously and we think that we take great care to listen and hear what our customers ask us for and then deliver on those requestsWe feel that we are extremely thorough and detailed in our approach, more so than most custom builders, and we attempt to put that detail into writing as best as we canWe are extremely disheartened when a customer such as Mr [redacted] feels he has not gotten what he has paid forI apologize for any delay in responding to Mr [redacted] concern over the HVAC system; it seems that the first person he spoke to misunderstood the conversation and he was waiting for Mr [redacted] to call him back after he looked over his contract docsNonetheless, once I received his calls I immediately forwarded them to our V.Pof Construction and our Production Manager in the office that built Mr [redacted] homeI received Mr [redacted] first call to my home number on Thursday, November 30th and then a subsequent call at my direct office line on Friday, Dec1st.In regards to Mr [redacted] specific issue, during the contract stage of determining all items he desired in his home we received a request from our sales consultant to price the HVAC system two different waysI have attached the signed Home Pricing Agreement with the section highlighted on page referring to the HVAC system that was priced with a "Gas Furnace for heat ILO (in lieu of meaning in replacement of) included electric HVAC"This was what we believed to be the final decision and this indicates an A/C system with a full gas furnace and that is what was delivered in the home.Mr [redacted] has been given an option to pay a reduced price (this conversation may have happened after he filed this complaint and we had not received this at that time) of $1,from the original $2,to have the A/C unit replaced with a heat pump, while we cover the additional difference of roughly $1,He stated in his proposed resolution that he was being asked to pay the full amount without us giving him credit for the original unit; this is exactly what we went back and proposed to him yet he again refused this saying that this is fully our responsibility and from my understanding he informed our production manager he wasn't talking to him anymore if a higher manager wanted to call him and proceeded to hang up on him.Again, at Sedgewick we are disappointed with this situation and are trying to resolve it equitably even though per the contract docs we delivered what we thought the customer desired for their HVAC system and what was in writingWe will continue to attempt dialogue with Mr [redacted] to the extent he will allow.Sincerely,Steve [redacted] Executive Vice-President

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: I am rejecting this response because: The terms in the offer were not acceptable and we were negotiating to get this resolvedThe work was to be completed today but due to the weather we have been rescheduled until tomorrowAt that time if all conditions agreed upon are met this will be settled to my satisfactionArlo has been very helpful in this process Regards, Robert [redacted]

The sales individuals there are more of a car sales person. Anybody who has dealt with car sales individuals understands what I am talking about. When you ask to see how you are able to save a little bit of money by doing away with some features and the salesperson says they would have to talk to the drafters, as though it's an inconvenience to them and the drafters. It puts off potential buyers.

"Over-promise and under-deliver" should be the motto of Sedgewick HomesI have been through two salesmen and have had terrible customer service every step of the wayTheir main objective is to get people to sign contract to build and then they just string you along, missing deadlines, appointments etcafter you've signed on the bottom line
At first it was just missed deadlines and promises to call and deliver updatesThis was supposed to be my first house so I wanted to be kept up to dateAfter repeated promises to improve the communication and customer service my salesman quit and I was not given any courtesy call
The next salesman, Matt E, was even worseHe had no knowledge of my home planIt was as if we were starting overHe was totally lostI'm not sure if Sedgewick has any sort of organization of owner files, communication between their employeesSo, alas, we went through repeated steps, delaying the construction of my homeIt became very clear that this issue went deeper than my initial sales personThis seems to be a company-wide failure to provide good ccondescending to me, a customer who was planning to spend my money on a custom home (not as much of a custom home as "we have these limited choices”)If you stray out of their cookie customer service from the top down as I, and people on my behalf, reached out to upper managementWhat's worse, and what was the last straw, is this second salesman was outwardly rude and utter homes, they become completely lost....I have the emails to prove that not only was he rude, he was even un-aware of the vendors that the company was currently using (about which he tried to make no explanation or apologies)
So, in short, I would never recommend Sedgewick Homes to anyone unless you are a glutton for punishment, bad customer service and incompetence
If you have any questions on my experience, I would be more than happy to answer your questionsFeel free to email me at ***@gmail.com

We take our customer satisfaction very seriously and we think that we take great care to listen and hear what our customers ask us for and then deliver on those requests. We feel that we are extremely thorough and detailed in our approach, more so than most custom builders, and we attempt to put...

that detail into writing as best as we can. We are extremely disheartened when a customer such as Mr. [redacted] feels he has not gotten what he has paid for. I apologize for any delay in responding to Mr. [redacted] concern over the HVAC system; it seems that the first person he spoke to misunderstood the conversation and he was waiting for Mr. [redacted] to call him back after he looked over his contract docs. Nonetheless, once I received his calls I immediately forwarded them to our V.P. of Construction and our Production Manager in the office that built Mr. [redacted] home. I received Mr. [redacted] first call to my home number on Thursday, November 30th and then a subsequent call at my direct office line on Friday, Dec. 1st.In regards to Mr. [redacted] specific issue, during the contract stage of determining all items he desired in his home we received a request from our sales consultant to price the HVAC system two different ways. I have attached the signed Home Pricing Agreement with the section highlighted on page 8 referring to the HVAC system that was priced with a "Gas Furnace for heat ILO (in lieu of meaning in replacement of) included electric HVAC". This was what we believed to be the final decision and this indicates an A/C system with a full gas furnace and that is what was delivered in the home.Mr. [redacted] has been given an option to pay a reduced price (this conversation may have happened after he filed this complaint and we had not received this at that time) of $1,170 from the original $2,100 to have the A/C unit replaced with a heat pump, while we cover the additional difference of roughly $1,000. He stated in his proposed resolution that he was being asked to pay the full amount without us giving him credit for the original unit; this is exactly what we went back and proposed to him yet he again refused this saying that this is fully our responsibility and from my understanding he informed our production manager he wasn't talking to him anymore if a higher manager wanted to call him and proceeded to hang up on him.Again, at Sedgewick we are disappointed with this situation and are trying to resolve it equitably even though per the contract docs we delivered what we thought the customer desired for their HVAC system and what was in writing. We will continue to attempt dialogue with Mr. [redacted] to the extent he will allow.Sincerely,Steve [redacted]Executive Vice-President

After researching all the available custom builders in the Iredell County area, my husband and I chose to work with Sedgewick Homes out of their Hamptonville, NC location. Primary reason we chose them was because they were the most responsive to our needs and really seemed to focus on what we needed in our new home.
We didn't feel like we were in a sales process but a partnership with the team there. We had an amazing experience and would recommend everyone check them out if they are considering building a new home.

[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: 12546275
I am rejecting this response because: The terms in the offer were not acceptable and we were negotiating to get this resolved. The work was to be completed today but due to the weather we have been rescheduled until tomorrow. At that time if all conditions agreed upon are met this will be settled to my satisfaction. Arlo has been very helpful in this process. 
Regards,
Robert [redacted]

After researching all the available custom builders in the Iredell County area, my husband and I chose to work with Sedgewick Homes out of their Hamptonville, NC location. Primary reason we chose them was because they were the most responsive to our needs and really seemed to focus on what we needed in our new home.

We didn't feel like we were in a sales process but a partnership with the team there. We had an amazing experience and would recommend everyone check them out if they are considering building a new home.