ExperienceOne Homes (EO) represents the antithesis to the adage the 'customer is always right.' After building a very expensive home are EXTREMELY dissatisfied with the customer service being provided by E.O. as well as the overall building process and the warranty service afterward.
Customer Service:
A good example of EO customer service mentality can be seen with progress updates during construction. At the beginning of the process we were told there would be weekly status updates and a list of pending actions. However, we did not get very many (or reliable) progress updates. It always interesting when we stopped by the house and find out something completely different happened than what was communicated to us. Another example is EO's response to criticism. Whenever something was brought to their attention that was not correct we were met with anger and defensiveness. Once we sat through a 30 minute speech from the owner about how he built over 5000 houses and was always right. In turn all the issues we brought to light during that meeting were vindicated after the fact where the builder was proven wrong.
Building Process:
There were many inconsistencies during construction that were never properly addressed. For example during framing we noted two studs that were broken. One was cracked and barely hanging on, the other had already fallen down and was missing most of the top 1ft but was then nailed back up. We showed these two problem boards to the builder and asked they be replaced, but instead they were drywalled over. Now we realize when it comes to studs a builder may only care what the inspector thinks, but when replacing $4 worth of lumber yields a satisfied customer - that is an excellent return on your investment!
There are numerous other examples for which we won't go into great detail but some of these would include: (a) the foundation being poured off spec in the tower/garage, (b) the placement of the kitchen sink drain, (c) inconsistent use of moisture-resistant drywall in the bathrooms, (d) allowing a missing window in the bedroom to result in constant moisture on one spot of the subflooring for 2+ weeks, (e) ordering the wrong bathtubs and different windows than were listed, (f) misframing the roofline on either side of the tower (and not noticing it), (g) etc, etc, etc.
Warranty Service:
Since we closed on the house we have noted many warranty items that needed to be addressed. However on several of the issue the builder has fought us to the bitter end and refused to fix things that would only take 30 minutes and a few dollars. Their failure to act of such issues is causing use to file a civil suit against them.
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