Couldn’t be happier so far!
When we started looking at the display village, Format was the first display home we went into and after looking through all that were there, we came back to where we started and have been impressed ever since!
The service has been brilliant from the start and any questions we’ve had have been managed in record time.
The standard selection range has been one thing we have been happiest with, the options given at selections left us with very little to upgrade!
The build isn’t finished yet but so far we could not be happier and can not recommend Format enough!
So far, so GREAT!
Designing and building a home is a stressful thing, no doubt about it, but the support we have received from the team has been excellent. Our home hasn't been completed yet, we're hopeful to be in by late this year/early next but so far it is tracking on time, looking great and on budget. I think from our perspective what has helped is that we have been really realistic about time frames, the real cost of building a high quality home and that sometimes it's going to feel stressful. We absolutely cannot wait for our home to be completed so that we can enjoy many years living in it.
Areas of improvement
Our dealing with [Name Removed] were wonderful, he was extremely helpful and thorough. It was disappointing to not be able to see the front façade till the drafting drawing were done, this made things difficult when trying to visualise the front of the property and caused significant delays due to the back and forth as everything needed to be redrafted which would take 3-4 week to do. This was an unnecessary waste of time and should be mitigated.
Another issue was carelessness by the drafter to not include things from the prior drawings e.g. ...our front windows were changed and we missed this which lead to the wrong windows being installed. Because we didn’t pick it up it was classed as our fault, when really the drafter should have been more thorough when making changes. I did pick up multiple mistakes but of course cannot pick up everything and should not be expected to either. [Name Removed] was completely useless. I have never encountered anyone who makes so many mistakes, has no idea what is going on and every communication incorrect. For someone who’s role is the customer interface, not a single interaction with [Name Removed] was fruitful or timely. I have never dealt with such an incompetent person in my life and cannot believe he still has a job after the countless mistakes and misinformation. He either needs to be retrained of fired. I pity any customer who has the unfortunate time of receiving any information from him. The experience with Format was very mixed, whist there is elements of brilliances this was counteracted with moment of disarray. We made it very clean our build deadline. This was not only ignored but seemly intentionally dismissed. As a customer when spending over $400k there is an expectation of seamless brilliant customer service. This expectation was not met. The build process was unnecessarily slow, which no back fill when the building supervisor was on 5 weeks of leave. That is just unacceptable. The majority of the workmanship is good quality but there is areas that do lack attention to detail. Things that were broken still installed, chipped bench tops still installed. Doors not installed correctly with pins hanging out.
It started off with check out our reviews. We did, and they were impressive. As time went on we soon found out that's all that mattered. Once we finally got started after signing in may of 2019 and starting in mid march 2020. We had aggressive supervisors, when questioned on quality or finish we were dismissed as being know it all and i was even called a key board warrior. We even met onsite and were threatened with court action over refusing to pay as works were not complete. I could go on for days about the build. Skip to post handover. The c...leaning was well below what a builders clean should of been and is still not complete. Defects were not finished prior to handover and our 12 week defects has barely been touched. We have sent 10's of emails that go unanswered. Maintenance even came out to do touch ups and managed to cover my wife's car in ceiling paint. The trades on our house for the most part were good, its the management that fails to do what they should. All builders have issues and we are no different. I expect the defects and laziness of certain trades to be rectified. Not ignored. Once they get your money which is all that matters to these guys you are not even a number anymore. You are ignored and fingers crossed you go away. These outstanding issues are defects as per the Australian Standard not just us being picky. What should of been a great experience was very sour through the process. Communication was not there. I am lucky enough to know a little about construction and building. Do your homework. We had a great design with good standard extras but nothing makes up for being treated like dirt
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Sadly one of the most unpleasant experiences of our lives.
It really is unfortunate that something that should be a really exciting and fun experience has been one that I wish I never endured. I’m going to skip all of the build process (which was an absolute joke) and go straight to the the final inspection otherwise this would go on for too long. We had an independent building inspector assist with our handover who submitted a report to Format. Format agreed to have everything in that report completed within the first two weeks. So it’s been over 6 months since we have been in our home and there are t...hings that we are still waiting to be completed from that initial report. The communication with upper management is a joke. We have had to contact office of business and consumer affairs on several occasions just to get a response from Format. We were assured that with the steel frame home we wouldn’t hear any creaking and yet almost every single step we take upstairs we hear creaking in the walls and floor. What’s Format doing about this? Nothing, just trying to pass the blame on everyone else and trying to convince us that the noise is within their tolerance. We have spoken to many people with two storey homes and the noise we have shocks everyone who visits. This is only one of the many issues. The list of things that are wrong with our allegedly “quality built” home is sadly quite long. The money we spent on the build we believe should have given us a house to be proud of and yet all I want to do is sell it. The quality we were promised is nonexistent. We have cracks in our walls and ceiling but according to Format they are acceptable? How can cracks in walls be acceptable in a brand new house??? I highly doubt any of their display homes have cracks. We still have blue masking tape stuck on walls, windows etc where there are issues. These have been there for months. It’s embarrassing having to explain to our visitors why they are STILL there after such a long period of time. We have absolutely no confidence in the builder. We did our bit by paying for the build so Format needs to step up and play their part but unfortunately that has not been the case. We are now at the point of having to pay for another building inspection report which we will submit to the office of business and consumer affairs for further action. Once they get your money you become an afterthought.
WOW! You rock Format Homes!
I've had the best experience building through Format Homes, I couldn't be happier. The whole team is awesome, so dedicated and helpful it's unbelievable. Everyone is so knowledgeable, these guys really go out of their way to please and make sure everything is to your liking. Nothing is too hard, they're at your door the minute you call. The workmanship and quality of my new home is exceptional, absolutely perfect!
A truely rewarding experience, thank you from the bottom of my ❤️!
When my husband and I decided we wanted to build a new house for our first home, we thoroughly did our research, visiting many displays and different builders, reading reviews, comparing standard specs etc. We came across Format homes and met Ian and instantly felt we would be in capable hands. I can’t speak highly enough of our initial experience with Ian- thorough, clear and second to none customer service. We had no hesitation signing our contract to build with Format. Unfortunately this is where the positive experience has stopped. From her...e, our selection process was rushed (not sure why as we completed our selections in late 2017 and our slab wasn’t poured until late 2018). Slection variety is limited and a lot of the selection consultants were very unhelpful. Our “Client Liaison Officer” which format advertise as your personal go-to person throughout the build has literally contacted us a handful of times since 2017. If we’ve ever had to ask a question, we get attitude from him and always have to follow up anything we request. Our one and only alteration to our plan he didn’t actually alter- luckily we picked it up before the frame was up otherwise it would have been missed. I would have to resend previous correspondence as he’d never know what I was talking about. The last communication we have had from him was in January when I asked a question and prior to that it was October 2018, again when I had initiated the correspondence. Fast forward to late 2018 when the slab was poured. We were given an aggressive site manager and had no idea throughout the actual build where the house was at, what we could expect or ever felt comfortable to ask questions to. There were a few issues with delays due to trades etc but understand this can happen. This is the first time we’ve built a house and really didn’t know what the process is or what to expect. I understand that a site manager has lots going on, but the aggressive, defensive nature of his communication is not ok. Our neighbours are building next to us through another builder and before anything has commenced, we have been given their site managers number and have been welcomed to call any time if we have any questions or concerns. He made the time to speak with my husband about what they were doing and next steps. We already have a more positive relationship with him then our own site manager! Fast forward to our first walk through this week. For the most part, the quality is good. However, our biggest disappointment is the paint work. There are brush strokes visable on almost all the walls, the woodwork is like sandpaper, paint on the window frames and tiles, they have painted straight over chips and imperfections and just overall very rough! When we started questioning the quality of the paint work to our SM he was completely defensive and was making comments like “well you seem to be the paint expert, you tell me”... completely unacceptable! The fact that he was even defending the paint work is laughable. We’re certainly not paint experts and can tell that the work is below acceptable to say the least. The other big issue was our 2 tv points were put in places that we won’t be able to use them (bedroom point and power point put in top corner of the wall and living room put just above the lip of the fireplace). When this was questioned I was told “well that’s what’s on the plans”. Our SM decides that the appropriate resolution for this is to get the electrician to call me directly. The electrician proceeded to tell me too bad, that’s where they are on the plan and he went by the measurements so it’s my fault for approving them this way. I tried to explain multiple times that the plans I received from Clipsal do not have ANY measurements on them. It simply shows where along the wall (not to scale) the point would be placed. Regardless, I can’t understand how an experienced electrician would put a point where they know it will not be able to be used. Then secondly, how our SM would not look at the installation and question why it was there. All that needed to happen was a quick phone call to us to check. The electrician advised if we want them moved, we have to pay for it. We are now less than 2 weeks away from our handover and I feel so anxious for this date to arrive. This is our first home that we have put all our money and savings in to and to feel so worried about our handover is just not ok. I’m currently pregnant and do not need the stress of the aggressiveness if we dare to question anything in our handover. I am not looking forward to it and quite frankly am so put off by the experience we have had. We currently have 2 friends building through Format who have had similar issues, they also posted negative reviews however were asked by Format to remove them if they were able to try and rectify the issues. UPDATE.. we have now been in our home for over a year and after being asked by format to remove the review and they will resolve the issues, here we are a year later, still unhappy with the service received and issues unresolved. We were sent someone to fix our air conditioner which wasn’t set up properly to start with and then sent a bill for the service. Format don’t want to hear about it, even though they organised this. We have a faulty down light that was installed and we were told we can go through Clipsal ourselves to get it fixed. This process requires details we do not have, therefor will not be able to get this fixed. A year later we are still trying to get mud out of our door tracks, paint off of our window frames and power points and glue off of our cupboards and benches. Our complaints about the cleaning have been met with “it’s just a builders clean” and “you can just clean that yourself”. Proceed with caution. You’ll pay a premium for a very average build and terrible service.
Great finishes on a great product
The supervisor was polite and accommodating, all the sales team did what ever they could to meet our needs ( which was a lot) accounts were always fair and reasonable and our trades were efficient and tolerant when we came on site and asked questions they were polite and even gave helpful advice to help us future proof our home.
Couldn't be happier! We now have a beautiful house to make a home.
My family and I moved into our beautiful house four weeks ago and we are pleased to state that throughout our dealings with Format Homes, everything ran smoothly and to schedule. The quality of work was of first class and our every desire was met promptly, without any additional cost. For those looking to build within the near future, I highly recommend Format Homes.
- Michael Papps
My Experience With Format Homes - Progress Report No 1
I am experienced in house building.
I first met Terry at the display centre on Sunday 29th Sept 2019. I sent him a rough house plan on Monday p.m.; received redrawn plan Tuesday a.m. and quote Wednesday a.m.; met again on Saturday 5th October; signed a contract 10th October. I admit I knew what I wanted but the professionalism and efficiency Terry and Format have displayed thus far is exceptional. Watch for more Progress Reports.
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I chose Format Homes (Adelaide Builder) based on the positive reviews I read from this website. Unfortunately I could not verify the individual reviewers authenticity. When I first spoke to Format Homes sales representative, he was very aware of Product Review and the success Format Homes had derived from the site. I got the distinct impression it was an important advertising and marketing platform for Format Homes . (This advertising medium comes free of charge. Why wouldn't a company try to exploit it)
These are the Big Questions when reading reviews:
Are they honest?
Are they unbiased?
Are they in fact real?
Do you get a balanced even spread of opinions?...
The Build is Good, BUT …. The Rest Are “Too Good To Be True”
We did a lot of research, visited a number of builders’ display homes, and finally decided to go for steel frame and chose Format Homes. Having read so many “Excellent” reviews in this website, we embraced a high but reasonable expectation in our new home. Nevertheless, we were so disappointed with the services that Format Homes had given us.
Undeniably, the build itself was good, and the services/ workmanship from most of the traders were good, 4 to 5 star. But bear in mind their inclusions were really “standard” and basic and some even shak...y, not “above standard” at all as some reviewers said (Well, we understand it’s subject to personal opinion). And the choices were very limited without incurring extra cost. However, their customer services and communication were terrible, we would give only ONE star. (It is daunting to repeat these nightmares here!) – The actual building process took around 26 weeks. That’s on par with their promise. However the process starting from signing contract up to start of building was way beyond our expectations. The amount of time to push forward the project in that stage was beyond imagination - 6 months from finalising all selections to site work commenced. – A few jobs were scheduled on the day of handover, which should have been done earlier: putting power point at our backyard, and numerous other touch up. Lesson learned: do NOT accept any last minute jobs to be scheduled on handover day. This simply gave them a chance to handover a house full of dirt. – Floor tiles (we used porcelain tiles in living areas) were not cleaned up at all after laying. Workers who put power point in our backyard (on the handover day!) walked in and out through the living areas. We were not aware the tiles were not cleaned up and thought we could clean them after their work. When we tried to clean the tiles, we found it was impossible to remove the stains (it was due to epoxy oil marks) no matter what solutions we used (we bought a number of professional tiles cleaning solutions trying to remove the stains, waste of money!) because they were literally not cleaned up at all. After repeated and repeated emails, reminders, phone calls, waiting and waiting they finally sent a contractor to clean up the floor (and we had to move our moveable furniture around to let him clean). It took us more than 5 months of follow up to get this fixed. Extreme nightmare!!!
Flexible, accommodating and friendly - We couldn't be happier
We first learned of Format Homes during our search for our next family home. A beautiful house in Grange had been built by Format and we loved everything about it, with the exception of the price tag at auction which went well over out limit at the time. We continued searching for a house for another 12 months, but the idea of what could be achieved by building never left us and so we met with Frank to begin the planning for our new home. Frank was beyond patient in explaining what was possible and how we could achieve the same results with les...s cost. He really went above and beyond on the number of changes and suggestions and that time was so well spent getting it right up front. Our block needed quite a lot of extra clean fill soil to bring it up to the correct level. Format were again extremely helpful, using their contacts to help us with the extra soil required. There were some delays with getting our planning approved, but once that hurdle was over, the build went very seamlessly. We had an excellent Site Supervisor who poured in a lot of effort to complete our house with as much care and effort as if it was his own. He was always responsive on phone calls, providing updates and estimations, and really turned up the dial close to completion to allow us to move in. From a personal standpoint, I've been very happy with the build quality, and so has been a number of trades people who have come through the house since (and my father in law too). We've been living in the house through a winter and now a full summer. It's survived all the big winds and rains that we had, and it's amazingly cool downstairs in summer, which comes down to the great design and insulation choices we made. Our list of maintenance tasks at 4 months included very minor, superficial items, such as a sticker left on an upstairs window and a squeaky cabinet door which were both resolved very promptly. I think we must have been a fairly difficult customer during the planning and contract negotiations as there were quite a few requests for more information or pricing. Format never showed any signs of frustrations and were always open to new ideas and requests. I'm glad we fixed it all at the beginning, as post contract sign there were was no other items that needed to be discussed or changed. Final cost was the contract cost. I'd like to give a very special thankyou to Frank who helped us built our family home for the next 30 years. The patient, accommodating and friendly care we received from all Format staff comes from great leadership. Thanks again, we're very happy.
Stress Free Building
We had looked at many display homes, but it wasn't until we walked into Format Homes at Lightsview and met with Terry McWilliams that we felt completely comfortable with the whole building process.
We are very happy with our investment home. Paying a little extra for quality fixtures and fittings was definitely value for money. The workmanship was outstanding, with no issues during the build. All the team at Format were available to answer any of my queries.
We recommend them and would build with them again.
Our Dream Home Ian & Wendy on 2nd Dec 2018
We decided that our old house was way too small for our growing family and wanted to stay in the area so we chose to knock down and rebuild. Our journey began on looking for a builder that would listen to what we wanted, after months of looking at Display Homes at how most companies finished of there homes we had a couple of builders in mind. We went to Lightsview Display Village and looked around in stepping into a Format Display home we were pleasantly greeted by the Consultant after having a look at the homes on display we asked a few questi...ons regarding fittings and finishes to the home, Terry the Consultant was so helpful and friendly and explained to us what was standard and what was extras in the Display Home. After discussing this with him we came home and chatted about what we saw we were very impressed with Format Homes we decided the next weekend to go back and see Terry as we had our own home design that we wanted to build sitting down with Terry and disgusting our needs he took a drawing of our plans back to the office. Once complete ew meet Terry at Format Head Office to view our plans it was everything we wanted. We decided that Format were our choice of builder we loved that they built with Supalock and their standard fittings were well above any other builders standard fittings. Format Homes listens to what you want not like other builders that we approached they would not listen to what we really wanted. So our journey for our Dream Home began building commenced and before we new it our New Home was being built. Constuction was well under way and our New Home was starting to take shape and looked fantastic we were very excited and couldn't wait for it to be finished. The site supervisor Levi was very helpful and friendly when we asked questions about our build as this was the first time we had built so we were always asking questions. All the staff that we dealt with at Format were absolutely wonderful and so helpful if you rang the office the girls there were so friendly and would be able to answer your question. Once our home was complete we were so excited on getting our keys walking into our Dream Home and seeing it we were so impressed with the way it looked and the quality of design. All appliances are top quality SMEG, Carrera Kitchens are outstanding everything in the house is outstanding. We say Thank you to FORMAT for building our truly beautiful Dream Home 12 months has passed since we moved in and it still looks as good as it did the day we got keys. We get so many comments on our home and everyone cannot believe that the standard fittings that we have in our home are what Format offers.
Questions & Answers
Hi we want to build 2, 3 bedroom 2 bathroom houses on our 795 sq mtr block 6km from Adelaide GPO. Flat block about 17 more frontage, could you please give me a quote I know maybe you need more information but ball park figure so I know where to start from. Yes need to knockdown our house we can arrange that.
Thanks for your Question.
We are happy to provide some basic ballpark numbers but do need more information before being able to give you even a remotely realistic figure. Contact us at firstname.lastname@example.org and we'll be able to get you what you need.
Two storey house-price list?
Hi Art Bro,
We are able to give you standard specification prices on our two-storey plans as requested. Please contact us at email@example.com or 08 8443 4555 so we can get you this information.
Do you built at Normanville and do you guarantee your timelines with compensation paid to the client if you do not make it?
Yes we do build at Normanville and have done quite a few new homes there in the past.
We shy away from 'guaranteeing' building timelines purely because we take the approach that it is better to do the job properly rather than rush it for the sake of a few weeks. We have a core group of good trades that we use continually as they produce good quality work, and find we get a better result if we give them the time and space to do the job properly. Having said this, over 95% of our new homes are built within the Contractually specified build timeframe.
Thank you for your reply. Looking forward to talking to you when we come down from Qld in May. Cheers Donna
I am currently building with Format. The complete build from contract signature to completion is now expected to be 22-23 months although I still can't get accurate end date. If it was just a matter of a few weeks I wouldn't see an issue but I wouldn't build again without guaranteed timelines with compensation in the contract. I have lost track of the number of times that I have asked for an estimated finish date to be told that they will be able to give one at this milestone. When that milestone arrives and I ask for an accurate time frame and I get given another milestone of when they should know. Most of the estimates have been and gone.
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