New-Build Constant Lies From Barratt!

MaseCTID

Hi all,

We decided to purchase a new-build property through Barratt Homes near Wigan at the start of the year. We were shown the site plans at the start we were given a leaflet of the house we wanted with the layout on the back. We reserved a plot and everything seemed perfect. Unfortunately from then on we were constantly told lie after lie by the sales person on site, and we were promised things that were then retracted afterwards.

The first lie was that we were told we were able to have a hallway by the sales person on site. Apparently when we originally reserved the plot the leaflet we were given for the house was an 'out of date' one and that the layout had now changed and they have taken away the hallway and added more to the back of the kitchen. We asked the sales person on site if we could have the original layout, the one we were shown originally, and he advised it wouldn't be a problem and we even got it in writing from him via email. This turned out to be a lie and he hadn't checked with the onsite team who advised him that because of the drainage it had to be done in the new layout. We were unhappy to say the least and were close to backing out completely. However we were so set on the area with it being close to family and friends already living on the part of the estate that was built we carried on.

Then after we'd had the mortgage approved and everything was signed it was nothing but constant lies. We were told that the use of their nominated financial advisors was completely free by the sales person...until we got a bill for using them. We were also told by the sales person that legally we had to use them for the Help to Buy, which we later found out to be a lie. We were told when choosing bathroom tiles that we could have a certain style and that they were 'already ordered' only to find out a couple of weeks later that Barratt's suppliers had discontinued them. We were advised that the wall from the front garden to back garden would be full brick. When we turned up the other week we saw it is park brick-part fencing. We were told that we could have a door going from the back garden to the garage and that the sales person on site would call us to let us know when we needed to make the decision by for it. We turned up for an appointment to see him and nipped down to the site afterwards to see the garage was already built without him contacting us to advise us we needed to make a decision on the door! We signed a document to say that we'd be getting a black front door and garage and we turned up to find we have them both in white. It's the constant little lies that keep adding up.

We chose our kitchen cupboards and handles months ago. Last week we had a call from the sales person to advise that Barratt have decided to fit completely different handles to the ones we chose as again their supplier had stopped supplying our handles and to come to site to see if we liked the handles they have put on. We went to visit site and completely disliked the handles they'd added. We were then told that the sales person would email us three more options to chose from. Unfortunately he's forwarded an email to me without deleting his email to the supplier where he refers to us as 'difficult customers' and we're 'the only ones complaining about the handles'. I'm fuming to say the least as we are spending a hell of a lot of money on this new build and we feel as it's just been lie after lie, and especially to be referred to as 'difficult customers' when we chose from the options we were originally given.

Does any one have any advice on who would be best to make a complaint to? I've been on the Barratt websites complaints section and it just says there's an option to send an email to a customers advisor, then wait three days for a response and if I'm not satisfied send it to someone else who will respond in 15 days.... we're due to move in next month so I want it sorting urgently really. It's the constant lies and then being referred to as 'difficult' for expecting what was promised.

Thanks for any help in advance.

Liam

Prothet_of_Doom

Give the list of issues to your conveyancing solicitor, and tell him you won't exchange unless what you agreed is delivered.

WeAreGhosts

Have you told them you've seen the email with the 'difficult customers' part on it?

If not, I'd be tempted to go into the office, with the print-out, put in on this bloke's desk, point to the offending part and watch his face.

Then talk about what discounts he's going to give you

I've had the experience of being lied to repeatedly by a sales advisor (not Barratt). Not a nice feeling when you're spending so much money.

dgtazzman

Sounds like they have already exchanged though, so not much you can do, unless you signed for certain layout plans and they have changed these, then you might have grounds to walk away.

Dealt with Barratt's around 3 years ago. They were very pleasant initially, but after they got the reservation fee, they just completely lost interest and became useless and at times even borderline insulting (I remember having to demand an apology from somebody senior over some comments one of the sales persons made, which were totally out of line). In the end, I walked away as there were just too many issues Barratt's were unwilling to try to find amicable solutions for. Took them over a year to sell that house in the end and it ended up completely different from the plans they had shown, so happy I did walk away. They ended up building the house with a flat roof, while it was supposed to be a standard pitched roof with slates, I would never buy a house with a flat roof. Also the car port that came with the property was built in such a way you could never fit a car into it ^^

Ulfar

Personally I don't see why people like new builds so much. I would much rather buy a pre-owned older house.

dgtazzman

I like new builds. They are generally more energy efficient and I prefer the modern look, but to each his own. Every house was a new build at one point, be it a few centuries ago, just a matter of making sure you are getting what you pay for, which can be problematic at times...

Villarkita

I would probably start here.

Barratt Developments


Mr David Thomas Chief Executive

Email david.thomas@barrattplc.co.uk
Telephone 01530 278278
Website http://www.barrattdevelopments.co.uk

nubbins

Do you know what always works for me when I get these corporates trying to pull a fast one and thats to email my complaint and copy every man and his dog in, Chief Exec,sales director, local MP, Ombudsman and one or two of the national newspapers who may have done a piece on something like this.... it's always worked so far...

Currys told me I was two months out of warranty for my 1 year old broken TV and nothing could be done, fired off email and engineer arrived within a few days
Talk Talk told me I would not get refunded for a cancellation charge they took out (after telling me I would not get charged) a week later £180 was back in my account
O2 told me they would not take off a default for a few quid for a cancelled mobile even though I had gone through the correct procudure, a few months later it was removed.

Once you start getting pushed back from moron sales/customer service people and middle management go straight to the top copying in those people you originally spoke to. From my experience the thing I think they hate is having a journalist or Ombudsman copied in on the email.

For example I would be copying in Louise Eccles and the house building ombudsman (if there is one) and a high up name at the local council for good measure ;o)

http://www.dailymail.co.uk/news/article-3127302/Too-small-no-character-poor-quality-fifth-prefer-buy-new-build-home.html

MaseCTID

Thanks for all your replies, I appreciate it.


In all honesty we're not really looking for or expecting any hand-outs or extras at this point - we're just hoping to deal with someone from Barratt from now until December 4th when we complete that won't lie to us and will just treat us as the customer with a bit of respect.


The sales person that wrote the email hasn't been made aware that we have seen what he has put. He's apparently off for a couple of days now.


Villarkita - thanks for the contact. I think I'll send an email over to Mr Thomas today and copy in the Northern Regional Managing Director as well.


It's sad when you having been looking forward to something for so long and you have your heart set on it and all that keeps happening is for someone to keep making false promises and ruining your dream!

libf

The salesperson at the Barratt development that I'm buying at is great. Even sends me photos of the build progress of the house every couple of weeks.

fairy_lights

MaseCTID wrote: »

The sales person that wrote the email hasn't been made aware that we have seen what he has put. He's apparently off for a couple of days now.

In that case I would forward the email on to one of his superiors in his absence, highlighting the part about being 'difficult customers' and expressing how very, deeply upset you by his unprofessionalism.