Nothing but AMAZING so far!!!
Our journey with Clarendon Homes so far has been AMAZING!! From the moment we met with [name removed]r at their Display Super Centre in Parklea we have never looked back. From there we had all our follow up appointments and selection choices with all the lovely staff at their Baulkham Hills Office. The whole process was fantastic. Everyone we dealt with from picking our staircase design, flooring, internal colours, blinds etc were amazing.
We have built before and renovated many homes....so we have extremely high standards of workmanship and quality. Clarendon Homes have been building beautiful homes for more than 40 years so our choice of builder was easy.
Our file has just been released to construction stage and we couldn't of been happier with our Customer Service Consultant [name removed]. [name removed] made sure the whole process went smoothly and was always professional and prompt to answer emails and phone calls. The amount of work involved in preparing a home to pre-construction stage is huge....sometimes I had to remind myself that I'm not the only home [name removed] is looking after but she definitely made us feel like we were her only priority. [name removed] has definitely made our experience with Clarendon so far.... nothing but AMAZING!
Not bad, although could be better
Our 2 story build is close to completion and the build has taken over 12 months to build. The build process stalled for 9 weeks late last year, whilst our site supervisor [name removed] was on leave, unfortunately Clarendon didn't back fill their role with anyone to act in their capacity and our build stalled for 9 weeks. We put this in writing to Clarendon in Nov 18 and were advised simply of when our contract build date was close to completion and didn't answer our questions about why no contractors were on site for 9 weeks during this time. We found this to be extremely poor customer relationship management and believe that Clarendon's failure to adequately allocate our build to another site supervisor during this time has pushed our build and the cost of our family renting a place whilst our house has been built out an additional 9 weeks. This is disappointing from our experience.
Other struggles included:
Aggressive and inflexible contract male presenter who made inappropriate comments;
Non-existence of an up to date process checklist or flow chart to assist the client to follow during the build process;
Having 5 customer service officers during over our yearly build process and a culture within Clarendon of emailing responses rather than calling my mobile (except for 1 & 5 that did as per my request)
Great relationship with site supervisor [name removed], who called each week to provide updates.
Excellent Customer Service and Best Systems in Place
With my engineering background and experience working in a large organisation, I can tell that Clarendon has a great system in place in regards to working through projects efficiently whilst maintaining a high quality of build.
We started our journey of building our dream home by meeting a number of consultants from various quality builders. Clarendon stood out due to their flexibility in changing their design to suit our needs and also due to the care, knowledge and passion in delivering exceptional customer service by their Sale Consultant [name removed].
Tender presenter [name removed] is also very knowledgeable, supportive and took care of shaping our dream home to the final design.
Unfortunately, we had some issues in lodging the DA and it has resulted in some delay in reaching to the construction stage.
However, we were very fortunate to have [name removed] as our Customer Service Consultant. She has done an excellent job all the way through, handling all issues in a timely manner to our satisfaction and brought our dream home to this stage. Thank you very much [name removed].
Clarendon has also promised to speed up the construction to recover the time we lost in the preconstruction stage.
We are now very pleased and overall very satisfied with Clarendon’s service. Our 5 star rating is reflective of the overall outcome during the preconstruction stage.
Job Number: 29913090
Excellent pre-construction customer service
We are happy with our pre-construction phase with Clarendon. [name removed], our CSC was brilliant and professional. She has kept us in loop every step and replying emails with detail information on-time.
Construction now has started, and we are hoping to have our construction SCS and SS someone like [name removed].
We are so glad that we made the decision to build with Clarendon . After having had a forgettable experience with another builder a number of years ago , we entered this process with Clarendon with a little bit of trepidation however , it didn't take long for us to see that we were going to be dealing with a thoroughly professional organisation in Clarendon Homes . The attention to detail in every aspect of the process gave you a sense of security in knowing that they were going to provide us with not just a house , but a home we would treasure. I must point out a special mention to our Customer Service consultant [name removed] and our Site Foreman , [name removed]. The level of feedback and communication we received from them was great . If anything , i was the one generally dragging the chain when it came to responding to emails or phone calls. [names removed] , you are an asset to Clarendon Homes. We have now had the keys to our home just on 2 weeks and the quality in service has not dropped off. Any questions i have had have been dealt with rapidly . In terms of the final cost , there were no hidden charges . Everything was as we expected and reflective of a company that produces homes of this quality . So thankyou Clarendon . You have delivered
Great Customer Service Experience
We had a great time with Clarendon Homes during the pre-construction stage and construction phase. Our Customer service officer [name removed] was excellent and she helped us to find solution at all the times. Mainly she understood our expectation very well. Thank you [name removed].
I am very happy about final product and I believed the decision I made to go with Clarendon home is correct.
I like to give special thanks to [name removed] and [name removed] who provide us excellent tender presentation, He is a lovely person. [name removed] has completed the house within expected time and that was huge helped to us. [name removed] did all the hard work. Thank you [name removed].
finally I would like to give thanks to all including [name removed], [name removed], [name removed], all the colour studio consultants and [name removed].
Job Number is 29911507,
Incredible pre-construction stage
Our experience with Clarendon Homes so far has been absolutely phenomenal. Although we cannot speak to the quality of service during construction and post-construction as of yet, our service during pre-construction has been truly reflective of, and congruent with, the high standards that Clarendon holds itself to.
Although the entire Clarendon staff have been spectacular, we dealt primarily with Sales Consultant, [name removed], and Customer Service Consultant (CSC), [name removed] during our pre-construction phase. [name removed] was incredibly warm, professional and worked genuinely hard to ensure that we found a floor plan that best suited our needs. He is a very knowledgeable sales consultant with a warm and genuine persona. Truly everything you could ask for in a Sales Consultant.
Similarly, our Customer Service Consultant [name removed], made the entire process as stress-free as possible by really putting her client at the center of focus. Her responsiveness to our relentless stream of emails and queries as well as her professionalism and 'happy to help' attitude all played an immense role in easing our concerns. Judging by the incredible service [name removed] provided, it is evident that she is passionate and genuine, and as a result, she was able to provide the support that we needed during the pre-construction phase. We are so grateful that we had the opportunity to work with a CSC who embodies great understanding, professionalism, kindness, efficiency, and a strong work ethic.
All in all, we are incredibly thankful to the entire Clarendon staff who helped us during our pre-construction phase. From the tender and contract meetings to the colour studio appointments and beyond, every single staff member we have dealt with thus far has demonstrated nothing but immense professionalism, understanding, and a genuine desire to help, and for that we are very grateful.
Job Number: L83001
Preconstruction phase is good, but could be improved
The Pre-construction phase is quite well structured, with Electrical, Smart Home, Kitchen, Tiles, Airconditioning being handled by external parties, all of whom are attentive, and willing to take the time (up to weeks after the initial consultation), to provide advice, consider suggestions, and make changes.
The Colour Studio is a great place, and you should really visit it 3-4 times before your actual Colour Consultation, because you will need to make a lot of decisions on the Colour Consultation day, and you really don't have time to "consider options" or "explore ideas". Worse yet, any changes to the Colour Consultation decisions, that you decide to make after the Colour Consultation day, may cause delays, and/or incur an additional charge. While we understand the practicalities of making all the decisions during the Colour Consultation, we did feel that we should have had the option to spread it over more time. At 5:30pm after a long day of picking colours/fittings/upgrades/options, we felt pressured to sign the acceptance sheet, when we really wanted to collate, review, and confirm.
Aside from our misgivings about the Colour Consultation Day/process, our CSC (Customer Service Consultant) did a really excellent job throughout the months of pre-construction phase. Coordinating our BASIX compliance/Demolition timetables/and the finalisation of our choices. Ensuring that the Electrical/Kitchen/Tiles/etc were all signed off with the various external parties, and coordinating with plumbers and engineers for some important features that we needed including. We can not begin to describe how grateful we are to have our particular CSC look after us. She really ensured that everything got done in a prompt manor, reducing delays as much as possible.
Our Job number was: 29913353
Excellent pre-construction customer service
Our experience with Clarendon Homes during the pre-construction phase has been great. Our customer service consultant Rebecca Hall has been very helpful, professional and responsive to our many queries. Rebecca had provided regular updates during the long waiting period of DA approval via the council. We are very grateful to her exceptional work ethics, work efficiency and her understanding of our needs. We are also thankful to a number of other Clarendon staff along the journey such as the knowledgeable sales consultant Gaven Towse, the lovely tender presenter Terry Sofos and the helpful contract presenter Jennifer O'Donohue. Job No 29913103.
Excellent Customer Service
Joedee is everything you could ask for in a Customer Service Consultant and more.
Joedee takes a professional and client-centred approach to her work and so she's with you along the journey - updating you, educating you and supporting you every step of the way.
On day one, Joedee helped us rectify an earlier issue and it was clear she genuinely cared about helping to make our dream home a reality.
Joedee is passionate and knowledgeable about construction, is able to solve any problem, and responds quickly and appropriately to any query or issue we had.
We're about to start construction and Joedee will be missed. We hope to have just as great an experience for our build as we have had during our pre-construction stage with Joedee.
Anyone that has Joedee as a CSC is in excellent hands.
Overall our build was great. There were some issues but these were resolved in a timely manner with solutions. We would like to thank our customer service consultant and neighbouring site supervisor for going the extra mile and allowing the impossible possible.
Excellent service, very smooth and professional process.
Couldn’t have asked for a more professional experience. The staff at clarendon are knowledgeable and always willing. The design studio is amazing and you know upfront what you will be spending. They have done everything they said they would within the timing they said they would do it. The personalization of having a consultant for your job is excellent. 29912670
Excellent Customer Service
Our Clarendon Journey started with our lovely Sales Consultant Milly, who was very genuine and was not at all your typical pushy salesperson.
We than began our Pre-construction journey with Rebecca Hall and cannot fault her customer service skills. Rebecca was very quick at responding to all our queries and our million questions. Because of her quick responses our house is now starting construction less than 2 months since starting our pre-construction journey (Job Number: 29913424).
We are forever grateful to Milly and Rebecca for pushing our file through this fast and cannot wait to watch our Clarendon Home come to life!
From the very beginning, selecting and modifying elements of our new house was not just a pleasure, but fun. To be able to customize interior and exterior elements means we have a more personalised house that functions and represents our lifestyle the way we had always hope for. All staff are well trained, polite and professional. Our customer representative was helpful, professional and highly competent. Updates were fortnightly and we were reminded if we had forgotten to submit and sign anything that might potentially slow the process. She kept us informed and on track. Everything so far has been effortless! Thank you. Job # 29912858
Acceptable experience overall
We had a fabulous experience with our sales consultant, which was expected as Clarendon is eager to have your business, and the experience went downhill from there as the construction CSC was not as knowledgeable as the colours CSC. We changed 3 construction CSCs, and 3 site supervisors, and each time, there were issues with communications and a general lack of knowledge about our job. Nonetheless, our last SS saved the day. He was knowledgeable and acceded to our requests to meet on site to attend to our concerns. We felt that he was let down by the admin process at the end, because close to PCI, we had trouble communicating with him through our CSC, which I think is a system that needs to be looked at - the CSCs need to be trained better.
Our 90 days defect period has just come up, and some of our defects identified from PCI are just starting to be looked at now by the relevant trades, so I will post another review once our defects have been fixed by Clarendon, which I hope will not take more than another 90 days.
Clarendon Home is a good builder that we can trust.
Clarendon made a high quality house. Before we consideration, we visited 3 houses they built 10 years ago. The peers no complaints for the quality. Also Clarendon gave reasonable price. The real cost only $40,000 higher than estimated cost including all upgrade choices.
Worst experience ever!!
We build our home through Clarendon homes. They gave us possession before some pending work and promise us to finish before we move in the new home. They did not fix any work after 3 months. A supervisor resign from his job, no one was taking any responsibilities until we have given bad feedback to customer care of Clarendon. After that feedback, one of the supervisors came to finish all pending work which has to be done before handover. He was so rude and saying I am not your supervisor, I am here to get things done. But when we are trying to explain what need to be fix, he didn’t want to listen. He was saying you have damage so we cannot change it. Are you serious why we are damaging our brand new home intentionally?
After so many follow up emails and phone calls, we had enough so we stopped to call and emails them. We thought we don’t have to worry to build home with Clarendon as Clarendon has good reputation in the market but we were wrong.
We had an outstanding Customer Support Team Leader during our pre-construction process - [name removed]. She was very professional, highly competent and very responsive. In particular, she had a great eye for detail and fully supported our desire to get our tender and contractual documentation right. She was also an absolute pleasure to deal with. Nothing was too much trouble. Clarendon commenced building in November 2018 and all seems to be going well so far. If Clarendon builds our house with the same level of precision and quality that was demonstrated by our Customer Support Team Leader we will be very satisfied customers.
Customer Service Consultant- Construction stage
As first home builders, it can be really daunting and stressful but it can be made a whole lot different if you have been assigned with a very efficient, considerate, compassionate and very reliable CSC--she did an outstanding job and walked an extra mile to meet our demands. She was indeed very professional and was service oriented having the customers demand sorted out in time and very efficiently. This is far by the best experience I had with Clarendon--having a CSC (name removed) who did superbly in her role. I just wished, we had one like her since the start and along the stages and up until the finish of our Clarendon building journey. Because people like her can make a lot of difference in having a reputable company.
Construction was managed well by [name removed] the site supervisor from Clarendon and he provided us regular updates on the build progress and also he is very coordinating, knows the job very well, supervised the whole process of construction along with other members of the team who worked for us on the way. The whole team was excellent in their dealings with us. Handover provided before contract estimated delivery date.
I would personally salute our site supervisor [name removed] and the sales coordinator [name removed] for their sincerity, kindness, expertise and willingness to help all the way through. We never had a stressful time with Clarendon. Everything was so easy and pleasant
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