Hey, so I just got a quick question, but am I able to add alterations to a plan, like say add an additional wall, or move the position of a doorway, or change the positions of amenities in a bathroom, like for example, in the villina 37 elite, the office has an open side, and I would like to add an actual doorway, am I able to get that changed? Or with the master bedroom upstairs, the ensuite, would I be able to have the bathtub changed to be parallel with wall, and the toilet be in between the shower and the bath?
Hi Jack R, thanks for reaching out. Of course, our sales team can change any floor plan to suit your needs. Let us know if you'd like someone to reach out to you to discuss further.
I'm good currently, but thanks for the response.
how did you fix the columns from the ground pad to the eaves on the early 2000 series homes and was there any structural advantage ?or just a look from the time ?
Hi Colin, thank you for reaching out. Could you please email our team at warranty.service@masterton.com.au with some photo's so we can assist further. Warm regards, Masterton Customer Care.
Re: JOB NO. 2017504 It seems that if you post a bad review any further enquiries made are ignored by Masterton Homes. Due to the on going delays we experienced in not only the build but also the Occupation Certificate and move in process, we missed logging into the Warranty portal within a 30 day period from Final Handover. Now we can't access same to print out the Warranty issues sheet or lodge any issues with the build process - and there are some!. Emails sent to Masterton Homes have been ignored so I guess it's time to contact Fair Trading.
Hi Geoff, thanks for reaching out. We will ask our Maintenance team to contact you if you are having issues with the portal. Can you please email & forward previous emails as mentioned above to customer.care@masterton.com.au so we can investigate further? Regards, Customer Care.
Thank you for your quick response. Email has been sent.
I posted 8 months ago (2017504) while still in pre-construction with the hope that things would improve and have remained silent since in the hope of just getting Masterton out of my life - but the hits keep coming. I write seeking clarity and transparency on Masterton’s declaration to supply a “Luxury Upgrade package” comprised of a particular toilet suite, then downgrading same, due to supply issues, without providing a cost reduction for the lower cost goods. In internet searches I found the nominated “Luxury” toilet suite for an online cost of between $431-$539. While the alternative Nardini Harmony suite being offered was found at an online cost of $269. Considering there are 3 toilet suites involved, the difference soon adds up. Now, the above referenced prices do not consider Masterton’s buying power either in Builders discounts, volume purchases, subcontractor deals, a combination of any or the lot – so the possibility of even wider discrepancy in costings is likely. When I requested an alternative suite that was more in line with the original “Luxury “design concept, but a higher cost - the difference for which I was prepared to pay based on the online pricing obtained – I was told it was not possible. So much for Customer satisfaction! It is my contention that I am not getting what I paid have paid for and again request a cost reduction based on Masterton’s inability to provide a range consistent with their stated marketing material.
We did not have a problem with Masterton inclusions. We upgraded, for example, the kitchen bench top and island and we paid the difference. We upgraded the toilet seats and we paid the difference. Everything that was included in the contract was included in the home they built. If something that was included in the contract and they failed to include in the home. We kept an eye on progress construction and advised them. They would ensure that it is done according to contract.
Thanks Pierre & Rosetta, I appreciate your response. Sadly, this has not been my experience with Masterton in a number of issues, this being the latest.
We own a home built by masterton in 1989 in port Macquarie. Would masterton possibly still have a copy of the original house plans on file by any chance? We are hoping to obtain a copy of the home plans?
How long is the waterproofing warranty? Our home is only 14 yrsold approx & the shower floor is leaking thank you
Hi Vicky, if the property is 14 years old then it would have had a 7 year Structural Warranty Period which includes waterproofing. If you would like our team to look into your records to confirm, please provide your job number to dept-warranty-mh@masterton.com.au
Kind Regards, Masteron Customer care
Job no 35808
I signed a tender contract in 2021. I am writing to inquire about the recent price increase of $86,000 that we were notified about, just after our CC issued. I would like to understand whether this substantial increase is being applied uniformly across all existing customers or if it's specific to certain contracts or situations.
Good morning Felix,
We have received your complaint via our Customer Care inbox, so please bear with us as, and we will respond to you shortly via that channel.
Warmest regards,
Masterton Customer Care
Hi Felix, I too have received a huge price increase to the base price. I am seeking legal advice. How did you go?
Hi Felix and Susan I am about to sign the building contract with Masterton. I was shocked to read that u received a price increase during the construction. I supposed the building price is fixed after I signed the tender. May I know why they claimed for a price increase? Is there any way that I can avoid it? I am afraid my budget can't allow to go on like this. Huge thanks for your info.
We built with masterton homes roughly 10/11 years ago and kitchen cabinets have changed colour, it this still covered I thought it was a CB life time warranty?
I have the same issue with my masterton home.
Hi Brooke, can you please send an email to customer.care@masterton.com.au with your home address or job number so our team can assist further?
after completing a build with masterton homes, we received a hand over key almost 3 months ago. since then we are unable to move in as we have not yet to received a partial occupancy certificate yet ?
Hi Sonny. What is the nature of the issue
Hi Sonny, so we’re better able to help, could you please contact our customer care team at customer.care@masterton.com.au with your job number and any further detail?
Kind Regards, Masterton Customer Care
Ref. Job No 2012911. PC 21/03/2019. 2-Storey Brick Veneer. Dear Sir/Madam, What is Masterton Home's warranty period for plumbing services? Have a stack pipe in external wall cavity that is leaking damaging plasterboard inside and sipping out of at bottom of brickwork outside. Plumber had checked via an access panel in the wall that the leak at the IO. Kind regards Tony
How long is the warranty on internal paint as our home is 3.5 years old and you can see the joints in the gyprock celing and the paint has discoloured? No smokers here either.
Hi Elaine, minor defects are covered 2 years from PCI. If you need additional information you are welcome to contact our warranty department direct warranty.service@masterton.com.au
Kind regards, Masteron Customer Care
Elaine I would definitely look into this properly I have a masteron home and all my walls are warping and my skiting are come away, massive water issue I’m thinking.
Hi Brooke, we have just responded to your comment in regard to kitchen cabinets. Could you please send an email to customer.care@masterton.com.au with our home address or job number and our team will assist you.
Will masterton compensate us for the rent we are paying as our house is not completed as per the contract
As per contract, they need to pay for that. Pls ask them as it is legal to do so.
In accordance with Clause 32 on the standard HIA NSW Residential Building Contract for New Dwellings, if the building works do not reach Practical Completion by the end of the stipulated building period (i.e., after taking into account the applicable extensions due to weather, etc), the owner is entitled to liquidated damages in item 11 of Schedule 1 for each working day.
Could you please email your job number to customer.care@masterton.com.au so that we may look into this for you further, or alternatively, please reach out to your Construction Coordinator as they will be able to give you more details pertinent to your build.
Kind regards, Masterton Customer Care
My job number is 2015260
Thank you Varsha, please refere to the email from our Customer Care team.
Mine is same problem. Job has not been finished at the stipulated period. I am having financial burden of both mortgage and rent. What should I do. Please advise my entitlements.
Hi Jyoti, If you could please email your job number to customer.care@masterton.com.au so that we may look into this for you further, or alternatively, you are welcome to conatct your Construction Coordinator who will be able to give you more details pertinent to your build.
Kind regards, Masterton Customer Care
Based on current time frames.. if a 2 story house is commencing construction phase in Central Coast, what is estimated time to completion??
I have water marks on the ceiling in the alfresco area. Rain is getting in somewhere to cause these marks. The home is 8 years old. Is the roof still covered under warranty? I thought the roof had a ten year warranty. Can I get someone from Masterton to come out and have a look. Job number is 2006317.
Thanks for providing all the details. I forward it through to our warranty department to find out more information and will get back to you as soon as possible.
Kind regards, Masterton Customer Care
Thanks for that.
Sent the above request about a week ago....any update?
Hi Gordon, apologies for the delay. The structural warranty and water entry is for 6 years. Unfortunately, the property warranty period expired on 24/10/2019 As the home is past the warranty period, your best to source a repairer of your choice to fix this issue.
Kind regards, Masterton Customer Care
How long is waterproofing warranty by masterton home
Hi Leo, the waterproofing is covered for the life of the structural warranty. If you provide your job number, our team can give you a more definitive answer.
Kind regards, Masterton Customer Care
Hello, we’re first time home builders and have already lost money going with a custom builder that hasn’t been transparent. Now looking at signing with Masterton and we wanted to know if they are transparent upfront in costings and if the estimated timelines have been accurate. Thank you in advance!
Hi Nicole, I’m sorry to hear that things didn’t work out with the Custom Builder that you had used previously. I can assure you that at Masterton, we do everything we can to be as upfront and transparent with anything associated with costs. In regards to estimated timelines, due to unforeseen circumstances relating to COVID and the recent weather impact, the building industry across Australia is facing delays. Masterton is lucky to have strong relationships with our trades and partners. Our strong relationships assist in us getting material as soon as possible to be able to get homes built to our high standards, however, in some instances delays are inevitable.
I would recommend you speak to our Home Advisors who are able to provide you with great detail on what to expect when building with Masterton. You can reach them at sales@masterton.com.au
Kind regards Masterton Customer Care
Hi Nicole, It is probably a bit late for you; however, others may find the following relevant. The short answer is, no, no, no! They are not transparent and up front about costing. You will pay well above the price on their published price list, with out even making any changes. There will be attempts to add fees for reports that are not required or should be included, items added that they insist are particular to your build and then are not even included when they build, cheaper inclusions will be slipped into the build, items that should have been there from the start will become extras. Items will be even be added after you have signed your contract and paid a deposit. Items that were always required and they knew about from the start. When talking to sales staff remember what their main motivation is and that you can not hold them to anything they tell you. Good luck. If you have not already started please look elsewhere. We certainly wish we had. The quality of some of their work varies from unacceptable and defective to excellent.
I can agree with 'Not a paid review' on this. We showed Masterton a plan of a house we wanted and asked if they could do it within our budget and of course they said YES ! "Wonderful" So we commenced and by the time we got to the contract it was close to 40% over our budget and the design had been watered down considerably ... since we put so much work in it we (regrettably) proceeded (we should have known when they said, "don't bother to try and question or request changes to anything, it's take it or leave it") ... by the time we got through selection appointments, we were close to double our budget and we held back on about 97% of the upgrades offered, the extra costs were mostly due to little sneaky things they included in the plans but not in the contract or things they just conveniently left out for later to spite knowing we wanted them included. When asked about some things not included the answer was always ... oh it's not in the contract if you want it we will have to charge more plus labour, but when we found things in the contract that were not in the plan then it was easily just removed from the contract - item cost only. Things questioned during the design stage were met with 'the guys in the next stage will take care of it' but when we got to that next stage they could not take care of it without further compromising our design ... so additional changes had to be made and more costs were incurred! We found the whole process since commencing in 2021 very poor with no direction and extremely lacking in customer service - we are still not even at lock up stage and it's already a couple of months into 2024.
My home was built in 1989 / 1990 with masterton , we are considering remodelling the bathroom . Would you know if the villa boards used for that year have asbestos . Or they are just cement boards
I do not know.
From our understanding, James Hardies stop using asbestos in villaboard in 1981, we would assume your home built in the late 1980’s would be ok, however, we would urge you to contact James Hardies for a more accurate date to confirm before doing any remodelling.
Kind regards Masterton Customer Care
Hi, I already signed contract about 2 weeks ago, and want to know when colour selection appointment can be made. I have to wait until plan is lodged to council? My job No. is 2017473.
Can you please advise which fully ducted 2 zone reverse cycle fujitsu model air conditioning unit you provide in the Masterton - Evolve range - Melrose Twin 1 home please?
What is structural warranty covered by Masterton for new home and how long?
Hi Anthony, Thanks for getting in touch. If you email your job number through to our warranty team, they will be able to provide you with all the information you are after warranty.service@masterton.com.au
Kind regards, Masterton Customer Care
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