Masterton Homes

We are extremely happy with our new home and the entire building process. From start to finish, the team was professional, reliable, and easy to work with. Communication was excellent throughout the project, and they kept us informed every step of the way. The quality of workmanship exceeded our expectations, and the attention to detail was… Read more ·  1

evident in every part of the build. Any questions or concerns we had were addressed promptly, and the team always went above and beyond to ensure we were satisfied.

Building a home can be stressful, but they made the experience smooth and enjoyable. We are grateful for their hard work and dedication in bringing our vision to life. We highly recommend them to anyone looking for a trustworthy and skilled builder.

Thank you for building our dream home!

Very pleased with Cheryl Pikes handling of our maintenance items post hand over. She was prompt in her organisation of the trades and lovely to deal with. Thank you Cheryl. Show details ·  1

From the very beginning, Yvonne was incredibly helpful throughout my land purchase and planning process. She was always available to answer any questions I had and made the whole process feel easy and stress-free. My site supervisors, Matt and… Read more ·  1

Brooke in construction , were outstanding from start to finish. They were professional, efficient, and always willing to help with any questions or concerns along the way.

I highly recommend Masterton Homes and can’t wait to move into my beautiful new home. Diana M

Cheryl Pike helped me in my warranty period. Cheryl helped me during my 90 days warranty. Cheryl was very helpful. Cheryl was one of very few to help me. Thanks. Show details ·  1

We recently completed the pre-construction phase of our duplex build with Masterton Homes, and we would like to sincerely thank Mariella Sacco, Pre-Construction Coordinator, for her outstanding assistance and support throughout the process. From the very beginning, Mariella was proactive, professional and highly organised. She contacted us on the… Read more ·  1

first day to clearly explain the validation deadline and the importance of completing the demolition works before that date. She also provided a detailed email outlining all outstanding tasks and requirements, which helped us understand the process clearly and act quickly.

Mariella maintained excellent communication throughout the entire pre-construction stage. She responded to our emails and enquiries promptly, followed up outstanding construction plans efficiently, coordinated with the relevant departments to finalise documentation, and helped arrange the peg-out survey quickly with regular updates.

She also worked diligently to ensure the signed plans and documents were promptly sent to the relevant sections for validation, helping us complete the validation process smoothly and on time.

In addition to being highly professional and dedicated, Mariella was always kind, polite, patient and easy to deal with. Her attention to detail, quick action and willingness to assist made a very stressful process much easier to manage.

We truly appreciate all of Mariella’s efforts and support throughout our pre-construction journey with Masterton Homes and would highly recommend her to anyone going through the building process.

5 stars for Mariella Sacco and the support she provided during our pre-construction phase.

We signed our contract in January 2024 and expected a straightforward build. Instead, we endured eight months of pre construction, received validation in September, had the slab poured in October 2024, and didn’t move in until September 2025. It has taken me six months to write this review because I needed time to recover from the stress of… Read more

dealing with Masterton. Building with them was the most stressful, expensive, and traumatic experience of our lives. We had carefully saved enough money to cover eight months of rent while building so we wouldn’t be paying rent and a mortgage at the same time. Those savings were completely wiped out while we were trapped in pre construction delays and disputes. The stress during this phase was so severe that I ended up hospitalised. If you are considering building with Masterton, go in with extreme caution. Despite having agreements in writing, Masterton repeatedly refused to honour them. We received variations that were either unnecessary, incorrect, or contradicted what we had already agreed to. We were told our site contained rock and were pressured into adding a provisional allowance for rock removal. Our developer’s site classification report showed otherwise. When we personally attended the Warwick Farm office and showed both reports to the manager, he confirmed our developer’s report was correct. Shortly after, we were told Masterton would not warrant our slab unless my husband cut the block to a different level than the agreed level—something we already had approval for in writing prior to contract signing. We were then forced to sign a $5,000 variation for spoil removal, or our build would not progress. At that point, our savings were already gone, so we had no choice. At the end of the build, we were hit with an additional $3,500 spoil removal charge, again contradicting our written agreement. Masterton refused to hand over the keys until we paid. They were fully aware we had already given notice on our rental and had no alternative accommodation. We later submitted a formal complaint to their legal department. As expected, responses took weeks, required multiple follow ups, and ultimately ended with them refusing a refund—despite acknowledging the written agreement. Errors and unauthorised changes were a constant issue. After a minor plan change, Masterton’s draftsperson altered our alfresco doors without permission, changing two large four panel doors to smaller three panel doors that opened incorrectly. We only caught this because we requested a window quote while questioning BASIX costs. This occurred despite us requesting written confirmation that no other plan changes had been made. Communication was appalling. When emails and calls were ignored, we were forced to repeatedly attend the Warwick Farm office in person just to get answers. My husband and I each lost over a week’s wages taking time off work to chase issues that should never have existed. Immediately after signing the contract, we received a $7,000 post contract variation for extra slab plumbing—for a slab type that wasn’t even in our plans. Questioning this saved us $7,000. BASIX and NatHERS were another nightmare. Before signing, we were told BASIX would cost around $5,000. Our first variation came back at $28,000. After demanding copies of the reports, we identified multiple errors that saved us nearly $9,000, including missing our 10.3kW solar system, incorrect flooring, and an unnecessary $3,800 hot water system upgrade. We later discovered Masterton uses Fry’s Energywise for BASIX and NatHERS reports. Over seven separate NatHERS reports, it became clear that expensive materials were repeatedly specified instead of using the software properly to achieve compliance at lower cost. Given Masterton’s margin on 7 star materials, there was no incentive to minimise costs for the client. Final advice: Question every single variation charge no matter how small. Request copies of you Basix and Nather’s reports and check they have used all the correct materials and request the window and door glass quotes to ensure you’re getting what you’re paying for. Request the site classification reports and check every plan revision line by line and never assume written agreements will be honoured. Building with Masterton cost us financially, emotionally, and physically. We would never choose them again. Everything outlined above relates solely to the pre construction period. I may wait another six months before writing a review of the build process itself. We are still waiting for our 90 day maintenance defects to be rectified, so the outcome remains to be seen.

We would like to formally express our appreciation for the outstanding support provided by our Site Supervisor, Mr. Nathan, and Construction Customer Service Coordinator, Ms. Brooke Krizanovic, throughout the course of our build. Mr. Nathan demonstrated a consistently high level of professionalism, reliability, and technical oversight from… Read more ·  1

commencement to completion. He was approachable, courteous, and proactive in his communication, ensuring that we were kept well informed at every stage of the construction process. His prompt responses to our queries, attention to detail, and willingness to address concerns efficiently contributed significantly to a smooth and well-managed build. His ability to anticipate potential issues and provide practical solutions instilled a strong sense of confidence and trust.

Ms. Brooke complemented this experience with exceptional coordination and customer service. She was highly organised, responsive, and diligent in managing communications, timelines, and follow-ups. Her clarity in conveying information and her commitment to ensuring that all aspects progressed seamlessly were greatly valued. She consistently demonstrated a customer-focused approach, ensuring that our concerns were acknowledged and addressed in a timely and professional manner.

Overall, their combined efforts not only streamlined the construction process but also made it a far more positive and stress-free experience for us. They are a strong asset to your organisation, and we sincerely appreciate the level of service and commitment they have demonstrated.

Thank you once again for the support provided throughout this journey.

Kind regards, Sundar

Cheryl has been fantastic to work with. She is attentive, highly responsive, and always takes the time to understand our needs. Her prompt communication and professionalism made the entire process smooth and stress-free. Show details ·  1

Mariella Sacco has been incredibly helpful throughout the pre‑construction phase, always responding promptly and supporting us at every step. We’re truly hoping the construction stage begins soon so our dream home can finally become a reality! Show details ·  1

John and Janie were exceptional throughout the whole process and made our dream house come true. They kept communication clear and regularly to keep us updated. We are so happy to be almost near completion and everything looks good so far. Workmanship and quality of the house is so far amazing. With a few upgrades our final cost was slightly increased from expected. Thank you guys Show details ·  1

**April 2026 Update – Rating now 1★ (Formal Complaint Lodged with Building Commissioner)** At this stage, with unresolved defects and ongoing obstruction during the warranty period, my rating is now **1★**. The build itself was acceptable at handover. The **aftercare and warranty management is the failure point**. * Expect resistance * Expect… Read more

delays * Expect to escalate externally to get action

Following my September 2025 review, there was *some* movement from Masterton after threat of escalation to the Building Commissioner. However, due to management turnover, the current warranty approach has become obstructive, inconsistent, and frankly unacceptable—particularly as we approach the end of the 2-year statutory warranty period.

I have now lodged a formal complaint with the NSW Building Commissioner. 1. Water Damage Caused by Masterton Contractor (Major Issue) A Masterton plumber replaced a faulty toilet under warranty. Due to incorrect installation of the cistern, a concealed leak developed and resulted in **significant water ingress into the room below**, causing: * Saturation of the gyprock ceiling (water dripping from multiple نقاط and flowing down walls) * Likely contamination of ceiling insulation * Mould growth now visible through the ceiling lining * Damage to carpets, skirtings, and electrical fittings

Two separate Masterton contractors **verbally confirmed full ceiling replacement is required**, yet: * Masterton refuses to provide their own internal inspection reports * The Warranty Supervisor is unilaterally limiting the scope of works * Remediation has been superficial only (drying, no proper replacement or mould treatment) * Carpets were not uplifted, underlay not replaced, and no proper remediation undertaken

This is **not compliant with standard building or moisture remediation practice**, nor with what their own contractors advised on-site.

2. Carpets – Poor Quality & No Warranty Follow-Up The “Ultimate Range” carpets are clearly low-grade polypropylene and have deteriorated prematurely. * Initial complaint raised ~18 months ago * No resolution or meaningful follow-up * Now being redirected to manufacturer despite being a supplied product

Advice: **Do not rely on Masterton’s supplier recommendations or representations at colour selection.**

3. Wardrobes – Structural Failure Two wardrobe rails and shelving systems have **completely collapsed**. This is not wear and tear—this is installation or design failure.

4. Shower Screens – Design / Specification Issue Masterton promotes upgraded 2.2m shower screens but **does not advise orr give the option for the need for thicker glass (9–10mm)**. They believe that a 6mm bow in the glass is acceptable even if it prevents the shower door from closing properly

Result: * Panels flex and bow * Doors impact return panels during use

This is a foreseeable design issue that should have been disclosed at selection stage.

5. Warranty Conduct – Core Concern The most concerning issue is not the defects themselves, but how they are being handled: * Refusal to provide inspection reports * Ignoring or selectively responding to correspondence * Verbal confirmations later contradicted by management * Previously agreed cost reimbursements now denied * Scope of works being arbitrarily reduced

This is a **pattern of behaviour**, not an isolated issue.

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### September 2025 Context (For Reference)

After escalation to the Building Commissioner in 2025, Masterton addressed some issues including:

* External floodlight installation defects * Meter box compliance issues

However, even at that stage:

* Record keeping was inaccurate * Work completion was incorrectly reported * Follow-up was poor * Defects required escalation to be acknowledged

_____________________________________________________ Sept 2025 Charles @Masterton : Headed to the Building Commissioner to get all 8 of my External Floodlights set at the correct level, to get my Meter Boxes Covers Changed so that they comply with the IP rating requirements, and to sort out any other maintenance items. My Rating has fallen from a 5 to a 4 star as The After-Care is equivalent to a 2-star rating for the followup from the 90 Day Team. This is >1 year from handover and 90 day team not completed their work!

1) Masterton refuse to provide their list of work items that need to be done (so you best have a good memory and take detailed notes, and confirm the same by email)

2) They will ignore your email but you then have a record for the Building Commissioner Complaints (my next destination)

3) They do not follow-up to ensure workmen turn-up and have completed the promised works. eg The co-ordinator told me her records had the electrical remediation work noted as completed in Jan 2025 which was the reason she ignored my follow-up email of March 2025 asking what was happening after the electricians had attended in Feb 2025 (time warp in Masterton record-keeping).

4) Electrical Color Appointment at Pre-Construction, be wary: The admin person has no idea about what she is saying. (a) Sensor Floodlights supplied cannot also activate another floodlight (b) Height of External Lights - you MUST be specific or your will be annoyed (as I am). On a sloping site with split levels Masterton will install your floodlights at random heights (although the contract say "EXTERNAL LIGHT POINTS AT STANDARD HEIGHT". They do NOT actually have any standard heights it could be from 1.5m above floor. (c) You need to ask for and pay for the actual powerpoints for your rangehoods- otherwise its a powercord hidden behind cabinetry.

5) Complaint in Installation of External Floodlights: In my case with a split level home 4 out of the 6 external floodlights are at random heights vs the ground level ( 3 of which are at a height were safework would require scaffolds to get them replaced) .

The most annoying is the external laundry lights which are at about 1.6m above the floor level and the problem according to Masterton is that my external laundry "steps are too high", followed by multiple other irrational statements. Lights just need to be at the same height as the 2.4m door frame. All this despite their Electrician King& Lewis admitting at their site visit that this is an issue, and awaiting Masterton go ahead.

4) Build Quality Issue - External Meter boxes are supposed to weather-proof IP rated - so should close properly. Mine are have dented lids and are flapping open in the mild wind. Masterton supervisor says that "the trades have executed all works as per your contract, this is not a building fault or defect and therefore no further action can be taken by Masterton on this matter". All this despite their Electrician King& Lewis admitting at their site visit that this is an issue, and awaiting Masterton go ahead.

5) Material Quality Issue: The carpets provided with the Ultimate Range - defective . Look completely worn down after 1year. During the color consult was told did not need to upgrade them because were quality carpets, now being told that these are the cheapest carpets possible and it would be up to the manufacturer to sort out the Warranty Claim

6) Material Quality Issue : The Shower Screens - upgrade the glass if you can. Was not given that option and really regret this. The thin glass panels vibrate when you open/close the shower screen door so that glass winds up slamming. Waiting on the non-90 day maintenance team to sort out issue

7) Material Quality Issue: Gainsborough Privacy Locks - complete rubbish. Masterton has been back 3 times to fix them. Is also an issue with how Masterton trains its people on how to fix these locks. The screws for the spindles on most of mine were either loose or missing - so the handles kept drooping.

@Masterton : Headed to the Building Commissioner to get all 8 of my External Floodlights set at the correct level, to get my Meter Boxes Covers Changed so that they comply with the IP rating requirements, and to sort out any other maintenance items.

My Rating has fallen from a 5 to a 4 star as The After-Care is equivalent to a 2-star rating for the followup from the 90 Day Team. This is >1 year from handover and 90 day team not completed their work!

Signed a contract with Masterton in June last year and we still have a empty block of land The communication has been terrible You send emails and they take forever to respond You phone and still no answer Have only just been told that construction will start soon and they are estimating completion January 2027 !!!! If we would had known about… Read more

all this there is no way we would have built with Masterton They have and are causing unnecessary stress as well as financial stress due to having to rent

Unbelievable they are I have been told that a number of staff have also left Masterton

We are thinking of speaking to fair trading

Save you money, time and energy! This is all I want to say to people looking to build with Masterton. If you go ahead, you will end up with endless stress, waiting, financial burden and pulling your hair out. People act nice(started at Box Hill showroom) and talk you into signing a contract and then you enter into months of waiting, non-responsive… Read more

staff and paying interest for the incompetence of Masterton staff. They happily come back and talk about the errors made, all they have to use is 'Unfortunately'. No accountability whatsoever!! I have build with 3 other builders, and none this pathetic. It's been one year and still at Pre-Construction back and forth emails. They also gifted me with a price hike for their incompetence.

Working with Shay and Richard throughout the build of our dream home was an outstanding experience from start to finish. Their professionalism, communication, and attention to detail made the entire process smooth and stress-free. They always went above and beyond to ensure everything was completed to the highest standard, and we couldn’t be happier with the final result. Highly recommend — truly a 5-star experience! Show details ·  1

I had a fantastic experience with Masterton Homes during the construction phase of my build. Janie Issa and Brett Ring were absolute standouts throughout the entire process. Janie’s communication as a Team Leader was clear, timely, and professional, making sure I was always in the loop. Brett provided excellent oversight on the construction side,… Read more ·  1

ensuring everything stayed on track and met high standards. Building can be stressful, but this duo made it a seamless experience. Highly recommend!

Masterton completed our house in November 2025. During the 90-day maintenance period, we made a list of items that needed fixing. Our contact at Masterton Homes for the 90-day maintenance items was Nadine Beglinger, and she really helped us resolve all the issues without any delay. Her communication was excellent, she always responded the same… Read more ·  1

day, usually within a few hours. Thank you, Nadine. We really appreciate your help and are very happy to give you a 5-star rating!

Another awesome experience building with Masterton. Matthew, Brooke and Yvonne have been nothing short of fantastic. From start to finish it has been extremely positive. Thank you again Masterton Team! Show details ·  1