Hi, We are trying to touch with construction coordinator to get the start date of our house through email last 2 weeks. But she is not giving any promising date and she is trying to avoid reply to our email with the start date. I need the start date through email not phone call. I believe message through phone is not the promising date and its just to postponed our enquire.
Hi there, Thank you for your question. We are sorry to hear that communication with your Building Support Coordinator has not met your expectations. We invite you to private message us with your contact details, along with your contract number and/or build address in order to send your feedback and request to the appropriate team.
Kind Regards, Customer Experience at Metricon
Do everything in writing. I always follow up phone calls with a written summary of the call.
It’s saved me many times from disputed conversations.
Hi, we are trying to getting in touch with our pre site manager for the last two months and no answer to email or phone calls, when we try to call through Metricon general number ending with 773, they always say she is on leave or she is not available , today I said that it is possible to speak to her team leader? And answer is “ he is in a meeting” ,please help us to communicate with our pre site manager, thanks
Hi there, It's disappointing to hear that this has been your experience. We invite you to private message us with your contact details along with your contract number and/or build address in order to share your experience with the appropriate management team. Kind Regards, Customer Experience at Metricon
Hi thank you for replying on this forum, at least we have some hope now, I have submitted my details via private msg to you guys, thanks
Keep pushing. They responded to me here and still ghost me. Broken promises and no customer care. Metricon Say it’s not normal but there are lot of people making the same complaints.
Did you get anywhere with Metricon.
Can someone from @Metricon please contact me regarding my below experience?
Please read my below experience with @MetriCon before putting your hard-earned money into their incapable hands.
28/11/2021 Deposit paid $1,500 to Metricon with titled land; price locked in for 12 months. May-22 Metricon stated contract was cancelled by us. Advised we did not. Contract was reactivated. Nov-22 Colour selection call. We were overseas. Feb-23 Colour selection call. Metricon not ready with plan changes requested. Apr-23 Colour selection appointment attended. Jun-23 Metricon requested additional $77,800 stating price lock ended despite delay being on Metricon end.
Any delays are on Metricon’s end. If our job in the system had not been cancelled by who knows, then perhaps we would have started our home build in timely manner and no additional costs would have been incurred. For the past 22 months, we have been in financial stress as we have been paying mortgage on the land we were supposed to build on and move into. On multiple occasions, we have asked to speak to the General Manager of Sales, however the Operations Manager is constantly stating ‘there is no one above her who we can talk to’. I don't need to emphasise, but this is one of the common practices that Metricon Home has been performing. Leaving customers without hope but to find extra money which hurts many families to build their dream home. In an interview CEO of Metricon Home stated the core of their business is to put customers first. I am not feeling this and based on my experience, this is not something that is practiced at Metricon.
Hi PAB, Thank you for taking the time to share your review. It's disappointing to hear that this has been your experience. Your feedback is important to Metricon, and we invite you to private message us with your contact details, along with your contract number and/or build address in order to share your experience with the appropriate management team and request for the most appropriate person to contact you. Kind Regards, Customer Experience at Metricon
Same generic response. Did you get any real answers PAB?
Hi, I have Signed up with Metricon in 2021 November with numerus delays and excuses from Metricon the Base stage started in April 2023 and again end of April Metricon has hold the project saying there's labor shortage in market. Now its being almost two months. the project is in hold status. I am trying to contact building support coordinator and site manager for a month who is not responding to my queries. I was requesting for a escalation path to discuss a solution for my problem as this is costing thousands of dollars on land loan, rent and construction loan on each month and already reached the tolerance point for my family. The next option left for me is to take legal advise to manage the situation .If some one can help me here to from Metricon I would really appreciate.
Hi Anjara, thank you for taking the time to leave this review. We pride ourselves on excellent customer service and are disappointed to hear this has been your experience. We sincerely apologise that our level of communication has not matched your expectations. We appreciate your feedback and have forwarded this onto the construction team for review to make contact with you as we constantly strive to improve our service and approach. We hope to see your concerns resolved shortly, so you can enjoy your beautiful new home.
Kind regards, Customer Experience at Metricon
Hi Anjara. How did you go? Did you get a real response to your question as customer experience consider it a review not a question.
Yes I got a response for above issue. Thanks
Welcome to the party, slab poured in early Feb 2023, still along way from lockup. Expect any savings in build costs to be eaten by build time and extra mortgage costs.
Can you share your experience and how it improved after going public?
It helps us knowing we are not alone.
We spoke to our sales consultant and specifically requested the provincial facade with one of their floorplans well in advance of paying the deposit. Trusting them in their process, after paying the deposit, we kept the structure of the house as it is and only proceeded to make internal changes to the floorplan. However, at one point I remembered that only the standard facade was used in determining council regulations. At this point, I went back to the drawings and realised that the provincial facade would infact increase the house length by close to 2 meters and our plan would consequentially breach council regulations. Although I made it completely clear to them that I needed the provincial facade with this particular floorplan well in advance of paying the deposit, they only checked council guidelines with the standard facade and urged me to pay the deposit.
I was completely disappointed as we wasted our time and the amount we paid for the deposit when it should have been clear much prior to this that council guidelines have been breached with this facade.
Moreover, I also spent a considerable amount of time in making internal changes to the floorplan all by myself (including a void at the entrance, moving the master to the back and moving rooms to either side of the void although I'm not an architect- this information becomes important later on). I basically did not add in anything extra and only moved things around as I was told that I will not be charged extra for any of this as the measurements stay the same. I was also told that I can have multiple re-sketches and the process didn't need to be rushed whatsoever.
However immediately after the 1st draft revision came out, I was asked to sign this off as my final sketch that same day! Upon reviewing the draft, there were significant problems- the void was reduced by 2 meters, beroom measurements reduced by 50cm (this is obviously why resketches are needed). But when I asked for a 2nd resketch, my consultant said they don't usually allow for 2nd resketch as they're a mass builder. This is completely different to what she said previously about how we can have multiple resketches to finalise things. She kept telling me to sign the process off so that this (first draft/inaccurate sketch) can be given to the council. She tried convincing me that we can come back at the prelim contract/contract to make further changes. Moreover, the cost she estimated/quoted was incredibly high ($20,000) for simply moving things around, although she literally said moving things around won't incur an additional cost.
However, despite her telling me all of this, none of what she said is in writing. She says she can guarantee that the actual quote will not exceed $10,000 and she simply added $20,000 just incase (this is highly doubtful after reading other reviews and especially after she herself told me 2 weeks ago that this would be at 0 cost, which she now denies). Morevoer, although the facade clearly breaches council guidelines, she said that the council will definately approve of it and I didn't need to worry about it at all. She also told me that Metricon won't do a 2nd sketch and wants me to immediately sign the 1st sketch to be sent off, although it is completely inaccurate and doesn't reflect my changes (as I said some measurements are off by 2 meters which defeats its purpose to begin with). She could've made us aware early on that we can only have 1 sketch and we would've kept changes to a bare minimum, instead of misleading us saying that we can have multiple sketches.
When I told her that I didn't even like their revision of the first draft, and I couldn't sign it off, she said we can change all of this later and it's not an issue at all. She knew I wasn't convinced at this, so she copied and pasted my sketch itself inside the drafting team's sketches to convince me that everything will be fine! I am not even an architect, and this isn't even approved by the drafting team, and who copies and pastes a client's drawings into the drafting team's official sketch? It all seems super dodgy, and I don't want to get locked in especially when things are contradictory all along.
She is going on leave for a few weeks, so she is urging me to sign off the agreement immediately to proceed. It doesn't seem right at all. Is it true that this is the process and I have to sign off an inaccurate draft (without a revision) to send off?
I spent over a month with them, and doing these sketches were extremely time consuming. I'm not sure if I should go along just because I paid the deposit and I wasted so much time. Or should I just leave? Do things get better? Is it fine that things are just all over the place right now, and will everything work out eventually? Am I right to be concerned?
Hi there, thank you for bringing this to our attention. We are sorry to hear that this has been your experience and would like the opportunity to discuss your feedback. Please email customerservice@metricon.com.au including your best contact details, contract number/build address and a summary of your concerns. Alternatively, our customer service team can be contacted on 1300 METRICON who will endeavour to connect you with the most appropriate person to assist.
Kind regards, Customer Experience at Metricon
Has anyone had electrical problems? Our home is only 6 months old and is this covered under warranty?
Hi Nikki, Thanks for reaching out. We are sorry to hear this has been the case and recommend you raise your concern through the MyMetricon Portal or email to Service & Warranty to look into this for you further. Should you require further assistance, please call our customer service team on 1300 METRICON (638 742) and they will endeavour to assist.
Kind Regards, Customer Experience at Metricon
Thank you
Hi Can I cancel my price lock in contract and I get my refund back
I am really upset because product is available in market by same supplier but metricon saying product is discontinued by supplier it was promotional item now we have pick other so if promotional you can't matches then you have to pay for upgrade •for your contract you should check with metricon if you want more help message me on [Number Removed]
You won’t get your deposit back but if I could go back I’d happily lose that money to not have to deal with the headache that is this company
Hi Balwinder, thank you for reaching out via Product Review. We are sorry to hear you're wanting to cancel your contract. Your Pre-Site Manager would be the best person to the discuss a cancellation. Please contact our customer service team on 1300 METRCON who will endeavour to connect you directly.
Kind regards, Customer Experience at Metricon
Hi My tenant has complained about the gas stove. ( not working. Less than one year old new house ). Whom I should contact immediately to fix this. Metricon or the product distributor. Waiting for an answer ASAP. Regards. Ravindu
Product distributor, then attempt to get Metricon to reimburse though they will try and dodge it at every turn. Other option is the my Metricon warranty portal but I can’t imagine them actually caring once they are no longer getting money from you which is exactly what happened to us
Hi Ravindu, thank you for reaching out via Product Review. Our service and warranty team is available to assess any concerns you may be having. We require the details to be captured through your 'MyMetricon' portal, login using your customer number (starting with 4 or 5…) and password (can be emailed, click forgot password link). Alternatively, please contact our customer service team on 1300 METRICON who will endeavour to connect you directly.
Regards, Customer Experience at Metricon
Does anyone know the internal escalation process at Metricon.
I’ve had “it’s not in my scope”
You only “cc” me, so I didn’t know you needed me to action it
That’s not the normal process so I didn’t get back to you.
I can’t speak to the previous site supervisors lack of action.
I’m not in a decision making role
Customer care say they will refer it to the appropriate person but it never gets actioned or even acknowledged.
Can some help?
Im in the process of doing this now, I have contacted Head office but they all cover each others lies and he said, she said but I don't know continuously is the answer. Customer Care seem to be the legal team as well, which is conflict of interest. My process has been over a 2 n half years of nonsense so im going to get lawful advice and contact outside authorities. All Im going to say is that they have breached constitutional law.
I’m just reading through after posting a new question and Metricon seemed to answer everyone but me.
This was posted 10 months ago and the building is still not finished.
Should I worry?
How long Metricon homes bathroom and toilets are warranty I mean any leeks. Thanks
Hi Prem, thank you for reaching out! Our homes are built to Australian Standards and follow a 6 stage quality assurance check throughout construction, along with an after-care team who manages any concerns after completion. Please contact our customer service team on 1300 METRICON who will endeavour to connect you with the most appropriate person to discuss eligible service and warranty periods.
Regards, Customer Experience at Metricon
Can you show us your 6 stages?
why cant you drop floor level before excavation has started
Hi Andy, thank you for reaching out via Product Review. Your construction team is the best point of contact to answer any questions you may have regarding your build. Please contact our customer service team on 1300 METRICON and they will endeavour to connect you with the most appropriate person to assist further.
Regards, Customer Experience at Metricon
why does construction take so long to start after being handed over to them I thought permit conditions was 21days then had to start and why wont anybody answer you
Hi Andy, thank you for reaching out via Product Review. Your construction team is the best point of contact to discuss current build timeframes. Please contact our customer service team on 1300 METRICON and they will endeavour to connect you with the most appropriate person to assist further.
Regards, Customer Experience at Metricon
Thank you for taking the time to contact Customer Care. We have received your email and the most appropriate person at Metricon will be provided with your message and may be in contact with you directly.
Here are some important links and information that might direct you to where you need to go:
Service and Warranty items My Metricon - Log in - Metricon Homes
If you have a critical repair that impacts the liveability of your home, being of a health & safety concern which includes home security, plumbing or an electrical emergency then please contact 1300 Metricon.
For further information and emergency contact details please consult your new home guide (Page 6) and settlement pack.
Warm Regards,
Customer Care at Metricon
Hi. Could you please let me know who I should contact for my M-Studio experience? Most consultants are good. But it has been more than a month passed, and we still fail to get a final draft or costing for our joinery design. All other parts are finalised except joinery. The whole process is now on hold. And this consultant ignores my emails and never get back to me.
Thanks for reaching out, Albert. We recommend contacting your Pre-Site Manager who will be able to follow up on the status of your Studio M plans. If you are unsure of who this is or don't have their contact details, please contact our friendly Customer Service team on 1300 786 773 who will be able to organise contact from the most appropriate person. Thanks. Pip National Customer Care Metricon Homes customercare@metricon.com.au
2 questions :
(1) What grade of timber (e.g. MGP 10) Metricon use in Freedom range? (2) How many months of home maintenance warranty Metricon provide post handover of new built house?
Thanks for reaching out Marshal! We would recommend speaking with one of our New Home Advisors specialising in your preferred build location. A New Home Advisor will be able to discuss building materials available in your build area along with how our Service and Warranty operates. You can also view details on our website around our Lifetime Structural Guarantee. Please contact our team on 1300 638 362 to get you in touch with one of our specialists.
Tara National Customer Care Metricon Homes customercare@metricon.com.au
Hi can we make structural floor plan changes like adding shower to powder on first floor after signing a sales contract and making an initial deposit of $1500.??? If yes then with whom sales consultant or studio m. What is the process after you sign the initial sales marked plan ? I mean getting a pre site manager to studio m appointments etc . Really appreciate any answers. Thanks
Thanks for reaching out, Dss. We recommend speaking with your New Home Advisor(NHA) who will be able to explain the process and discuss any changes that can be made based on your chosen design. We have managed to locate your details in our system and have sent a request to your NHA to make contact. - Thanks, Pip National Customer Care Metricon Homes customercare@metricon.com.au
Hi Guys, We signed the the initial contract with metricon and paid $1500 deposit to build Franklin 50 in my land. [Name Removed] the sales person,metricon berwick waters contract me after one week of signing the contract and said metricon cant build this design on this block. The reason he gave it is sloppy block. He knew it was sloppy, when we supplied engineering. Mean time I put my existing home in the market to sell. Spent lot of money for marketing and conveyancing. He took six months to finalise quote and finally saying cant built and pushing us to build other designs. What is best solution when this type of situation arises ? My customer number is [Number Removed]
I’m not sure why you would put your exisiting home on the market prior to signing a construction contract ? Unfortunately the sales co tract you signed when you paid the $1,500 is not a construction contract and only a sales contract . After you sign the sales contract they will proceed with estimating and final engineering. Sorry I’m not sure how it was explained to you but I think you have jumped the gun here and got ahead of yourself .
Thank you for taking the time to provide your feedback, Gopi. We certainly appreciate this was not the outcome you were hoping for when you embarked on the journey to build your new Metricon home. We are disappointed that we have been unable to meet your expectations in this regard. As you have mentioned we are unable to build the selected design due to the block type. Metricon presented possible solutions, which were to either select a design that would be suitable for your block or cancel your contract. We understand your new home contract has now been cancelled. Metricon will not retain any monies apart from third party expenses involved in progressing your file. These may include expenses for the soil and PSI report, of which you will receive if not already. All documentation of monies used will also sent to you accordingly.
Thank you for raising your concerns via this channel and we wish you all the very best in new home journey.
Bridgette - Metricon National Customer Care
Hi there We had our new home handover in July 2020. We lodged the missing items as well as issues identified in first 3 months in my Metricon portal . Is it normal that no one has contacted us yet ? There has been nil inspection after hand over yet . Even we have no service manager allocated too . We received an emaiL on. 28th January 2021 that the service manger has been allocated and he will contact us in coming days ….. still waiting .is it normal with Metricon ?
Thank you for reaching out and bringing this to our attention. We would be more than happy to investigate this further with the relevant team however, have been unable to determine your build details with the information provided. So we are able to assist, please email your name, contract # and/or build address along with a summary of all your outstanding concerns to CustomerCare@metricon.com.au. Once we are able to locate your information, we will then escalate your concerns and ask for the most appropriate person to contact you as soon as possible.
Bonnie National Customer Care Metricon Homes customercare@metricon.com.au
The email has been sent with requested information .
Hi there,
Is it possible to see a price range for items in the Studio M catalogue? I'm planning to build Marion 39, but I would like to have a similar benchtop, kitchen cabinet, ensuite bathroom tiles similar to Sovereign 54 (display home in Canopy estate). I do have some budget but can not spend too much. Just want to see what's possible and what's not. The sales person at Metricon can not give me the details and said to check it out during studio M visit. But I rather need to know how much it cost, so I can budget & request approx amount for loan
Hi Jackie, thanks for reaching out! It's fantastic to read you're interested in our stunning Marion 39 design! Pricing for Studio M items is provided during Studio M visits. You're more than welcome to contact our friendly Customer Service team on 1300 786 773 and we will happily place you in touch with the most appropriate representative in your location to organise a visit. Have a lovely day! Angela National Customer Care Metricon Homes customercare@metricon.com.au
Hello, Please is there any quality difference in your freedom series and designer series as we are planning to build with Metricon. What's the major differnce between the two series? Thanks. Toba.
Sorry not sure of the difference you are asking, but I am happy with my place Cheers Karalee
Thanks Karalee for your response, I'm trying know if the freedem series structural quality is the same with the designers series? Or is it just the inclussions and facade that are different? Thanks, Toba.
Hi Toba, It's so great to hear you're planning to build with Metricon. All of our home ranges offer various quality inclusions. One of our New Home Advisors in your preferred location will be able to provide you with further information regarding the different inclusions available in both our Freedom and Designer ranges. If you would like to get in touch with one of our Specialists, please don't hesitate to contact one of our friendly Customer Service Representatives by calling 1300 638 742. Have a lovely day. Angela National Customer Care Metricon Homes customercare@metricon.com.au
Hello the service and warranty department
It’s been a great concern to us, that you have not replied to any of our concerns and issues regarding to the new property. There are too many issues waiting be be dealt with and the attitude that’s I’m sending is so poor. I’ve received little to no communication regarding to these issues.
I’m also dealing with a few urgent repairs such as excessive leakage in the laundry room which has caused some shape distortion of the door frame. This is a little bit ridiculous, the lockdown is over and there are no more excuses to these delays. I demand these work to be done as soon as possible.
I have lodged 11 requests in July and some of them were very urgent repairs, and so far absolutely bi responses. No emails, no communications, and today the heavy rain hits and the laundry room started to leak from the door frame. It's been terrible experience with everything, my sales just keep telling me its the covid 19. But its been too frastrating, i donot recommend anyone to go through this expereice. I have forwarded an email to the customer service email so metricon people know which house this is. I hope this be handled soon.
Thanks for reaching out, George. We have received both your email and web enquiry, please check your email for our response. Thanks Philipa National Customer Care Metricon Homes
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