HawthorneVillager.com

Hey Everyone,

I just want to know if anyone who recently closed is having a hard time with the Warranty team and basic service after closing.
Has most of the PDI items been completed, how about the 30 day items? Also, has anyone else noticed the disorganization and conflicting stories from the warrany team?

Remeber to continously follow up on items on your PDI and/or 30 day list. If you don't say anything, items can remain on those lists for a long time..or at least that was our experience. Just continously call and ask about items on your list, ask when someone will come to fix them. Then continue to follow-up on those items pro-actively.

I'm not sure if you know the old saying "the squeaky wheel gets the grease".

Btw at the same time, the majority of the people working on the Warrenty team, PDI, etc were always polite, courteous and honestly trying to do a great job and get things fixed. Just that at times, yes, it all seemed very disorganized, as if they were overwealmed, and it seemed our responsibility to follow up on items ourselves to ensure they got fixed.

I'm still waiting on stuff from my 30 day to be completed. I moved here over a year ago and decided it would be cheaper if I did the small repairs instead. After the year was almost about up I had 8 hours work to be done, well when they can only schedule you 2 hours at a time, every 2 weeks or so and during the day only.....

lets see 4 days off work @1000.00 and just touch ups and nail pops to do, I can do it myself faster and cheaper than taking the time off work.

So I never let them back into the house.

Yes, we have been having a bit of a hard time as well. Finally, a couple of weeks ago, they had someone new follow up with us and walk through the house again with us and things are back more on track. We have a couple of appointments lined up now for "specialty" trades to come in and fix stuff.

Our biggest disappoinment though has been our stairs. Thank God we didn't pay for the complete hardwood upgrade because we have had nothing but trouble with the maple/stain upgrade pickets and rails. They have been back to sand and revarnish and I still have drips and gaps that look bad. If you get down and look close at anything, it gets worse.

We've had some problems too with Warranty...
These guys do a flurry of activity, but don't get everything done... promise the world, and never hear back from them...

By the time you track it down, it's too late...
Also, what's with the no weekend working, or late night working rules? Don't they realize that people work? I mean, if the grocery stores are open 24 hours, you'd think they'd have guys working at least till 9pm?

I don't understand it....

They have 180 days to address things on the PDI. If nothing is done and you do not follow up, then it's deemed fixed.

Follow up!

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YOU HAVE TO BUG THEM ALL THE TIME!

I still have stuff from my 30 day that I keep mentioning. Then our 1 year came and I put the stuff on again, and we're still waiting for it to be completed (we've been here 18 months).

Hopefully soon, we should have the things we wanted finished.

I'm still in a fight about my doorbell - Mattamy doesn't understand BIG words like "intermittent". It ALWAYS works when they show up. Next time it doesn't work, I'm this close to calling the emergency number, say I have a leak, and then have someone come over to see my doorbell isn't working right then!

Good Luck!

Laurie

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For me it has been a lot of running around, chasing people to get things done, always having to follow-up and question them. On top of that, I was told by them to be home for a couple hours during the day....so I took the time off work, when I got home no one was there to meet me!
I am really disappointed in the service that we have been getting.
I had a minor basement leak a few weeks ago, and the warranty service people told me the earliest that they can come and fix it would be August 13th....can you beleive that I would have to wait a whole month!!!
They are spitting out the houses like there is no tomorrow, but now they can't keep up with the service.

I have expressed my feelings with a few "upper" people at mattamy, and some others in 15a have done also. Apparently its being heard, we've now had a flury of activity on the street...and calls have been coming in.
Lets just see how long this lasts.

There is one thing though that the warranty service department is excellent in, they are great in making lists! It seems as if that is all they do.

It is a long slow process to get things done. We still have many items from our PDI not done, and about 1/2 of our 30 day items. I have taken about 2 weeks off work so far in order to give access to the assorted trades to get things done, but its a 50/50 thing if they will even show up, let alone fix things when they get there.

Just keep on them, and eventually things will get done (I hope).

Marc

I am so PISSED right now. So a couple days ago someone from Mattamy came to meet me at home, I was assured that 3 things would be taken care of immediately. The screens in basement were supposed to be put in on Thursday, and on Friday the HRV Vents will be fixed (cause they screwed them up) and they will attatched to the exterior of the wall, and finally they will finish painting 2 of my walls. So Thursday I get home and I am impressed as they have actually put the screens for me.....but today nothing is flippin' done! I just don't get it. What the heck is wrong with these people? I have been patient, but they constantly assure me that things will be done but nothing happens. ARGH!!!

Sometimes you have to wait forever!

Last fall, they planted the "trees" on the boulevards of our neighbourhood, and we didn't receive one. I couldn't understand why not as there was TONS of space for one.

I questioned it and Paola (customer care rep for our phase) told me that some places don't get a tree as there is an electrical box or lamp post or something. Now, we have a lamp post, but it's off to the side, and there is still lots of room. They just gave me the "well, not everyone gets a tree" speech and expected me to leave it at that.

So, I went around my street looking at every tree that was planted. I found 4 trees on the Cres. that were planted where there was a lamp post or box or something. So, I went out with my tape measure and camera, and took pictures of every tree that had these items. I then measured the space I had and took pictures and attached it all to Paola demanding I get a tree, or I'd make it my duty to have the other 4 trees on the street removed (since afterall, you don't get a tree if you have a lamp post!!). I of course wouldn't do that, but they didn't know that, and I was certainly going to threaten it.

Eventually, the town came and approved there was enough space, and Mattamy said I could have the tree. They said it would be planted in the Fall, and I kept getting the run around til they said I'd get it in the Spring. After a million calls/emails, I kept getting pushed back answers, so I demanded to speak to someone higher up.

In the end, it paid off.

2 weeks ago I got a tree (a huge one, bigger than any one elses on my street), AND I got $200 in Terra Gift Certificates for the wait.

Keep on them everyone - Good Luck!

Laurie

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