Neptune Homes

We are very pleased that our property plans have now been handed over to the construction team and are ready for commencement. This marks the completion of the pre-construction stage, and we sincerely thank Neptune Homes for their outstanding support and professionalism throughout the process. From the beginning, Jorge Huang provided exceptional… Read more ·  1

support in shaping the design of our home, always responding promptly and thoroughly. His guidance helped us overcome several design challenges and reach the contract stage efficiently.

During the material selection stage, Layla offered valuable guidance and practical advice, helping us choose suitable materials with confidence.

We would also like to acknowledge Ellie Johnstone, who has been highly supportive in guiding us through pre-construction requirements, including energy efficiency compliance and building approvals. She has been consistently efficient, organised, and proactive, ensuring a smooth and well-managed process.

Overall, Neptune Homes has delivered a highly professional and well-coordinated experience. We are grateful for the team’s dedication and responsiveness and feel confident and excited as we move into the construction phase.

Thank you again to everyone at Neptune Homes for making this journey such a positive one.

Our experience with the whole construction process was really positive, and a big part of that came down to having such a well-organised and proactive site coordinator Rodrigo Boscardin involved. From the very beginning right through to the end, everything felt well managed, with clear communication and great attention to detail along the way. Rod… Read more ·  1

made a huge difference in keeping things running smoothly. He handled scheduling, made sure contractors and suppliers were all on the same page, and kept everything moving according to the timeline and budget. We always knew what was happening, which made the whole process feel much less stressful. Overall, it was a smooth and well-run experience. As a homeowner, we felt supported and confident the whole way through. The strong coordination and professionalism made a real difference, and we are very happy with how everything turned out.

It's now been over a year since handover and somehow we're still talking about defects. We're still finding ourselves explaining defects to visitors and making excuses for why the quality isn't what it should be. As of 19 May, we have been in our home for a year. In April, we had an independent inspector go through the house for our 12 month… Read more

maintenance inspection and the report came back at over 60 pages.

The thing that really got me wasn't the number of items. It was how many of them weren't new.

Some were defects that had been identified before handover. Some had supposedly already been rectified. Others had been flagged repeatedly throughout the last 12 months.

Every time we queried something, we were told to wait until the maintenance period was over so everything could be looked at together.

Well, the maintenance period has come and gone.

And we're still waiting.

Honestly, that pretty much sums up our experience with Neptune. Waiting.

Waiting for Practical Completion. Waiting for defects to be fixed. Waiting for trades. Waiting for responses. Waiting for updates. Waiting for someone to take ownership of issues that should have been dealt with months ago.

What has been particularly frustrating is being made to feel like we're somehow difficult customers because we ask questions.

We don't think it's unreasonable to ask what works are being completed before people attend our home. We don't think it's unreasonable to ask for a scope of works so we know whether we need to take a few hours off work or a few days. We don't think it's unreasonable to want some notice before trades arrive.

We're not asking for anything extraordinary. We're asking for basic communication.

And if we're being honest, communication has probably been one of the biggest failures throughout this entire process.

The other frustrating part is that the defect list never seemed to get smaller.

Trades would come out to fix one thing and leave damage somewhere else. One issue would get resolved and another would appear. Sometimes the same issue would just keep coming back.

That shouldn't be normal.

What also shouldn't be normal is having to involve the QBCC to get movement on issues that should have been resolved through ordinary customer service. Yet that's exactly where this ended up.

The QBCC process has now finished and Notices to Rectify have been issued.

We never expected to end up there.

What should have been a builder simply fixing the defects they were responsible for turned into months of reports, inspections, emails and waiting.

Even with extensive documentation, independent reports and evidence, the process was far more time consuming and limited than we ever anticipated.

Most frustrating of all, despite Notices to Rectify now being issued, we're still waiting for them to actually be complied with. We've provided our availability and asked for a scope of works so we can make arrangements around work and family commitments, yet once again we're left waiting for communication that never seems to come.

After more than a year, that uncertainty has become all too familiar.

The fact we had to get to that point at all says everything.

The frustrating thing is that our expectations weren't unreasonable. They were the expectations Neptune set themselves.

When your builder tells you something has been rectified, you expect it has been rectified.

When they tell you they'll get back to you, you expect they will.

When they tell you a house is practically complete, you expect it is actually ready to be lived in.

Instead, Neptune declared Practical Completion while major rectification works were still required. Both bathrooms ultimately required demolition and substantial rectification works. These weren't minor defects or cosmetic touch ups. They were major issues affecting two of the most important rooms in the house.

What makes that decision even more frustrating is that we're still dealing with the consequences more than a year later.

Maintenance periods, warranty timeframes and defect liability periods all continue to run from the date Neptune declared Practical Completion, despite significant rectification works still being required after that date. We're now in a position where maintenance items are being questioned or excluded because they fall outside Neptune's timeframe, even though that timeframe only exists because Practical Completion was declared when the home wasn't genuinely ready.

Looking back, that decision set the tone for everything that followed.

From that point on, everything seemed to involve waiting.

Waiting for communication.

Waiting for rectification works.

Waiting for trades to attend.

Waiting for promised updates.

Waiting for defects that had supposedly been fixed to be looked at again.

Our bath remained unusable for 208 days after handover. More than a year later, we still have blue tape marking defects throughout our home.

At some point, waiting stops feeling like a temporary inconvenience and starts feeling like the process itself.

Like a lot of people, we were encouraged by the positive reviews when we were deciding who to build with. Looking back now, I'd pay much closer attention to the negative reviews.

Positive reviews tell you what a builder is like when everything goes right.

Negative reviews tell you what happens when it doesn't.

Anyone can build a nice display home. The real test is what happens when things go wrong.

That's where our experience fell apart.

More than a year later, we're still chasing outcomes that should have been delivered long ago.

Still waiting for defects to be fixed.

Still waiting for communication.

Still waiting for accountability.

Still waiting for Awesome.

Tracie was extremely professional with everything toward our build journey. She always made sure we had everything we needed as fast as possible to reduce delays. Really happy thank you!!! Show details ·  1

We'd like to thank you Neptune for guiding us through the journey of building our first home. We're especially grateful to Jason and Melissa for guiding us through the early stages. They gave us so much helpful advice and even helped us look at options for finding land. During the pre-construction phase, we're also really thankful for Tracie. She… Read more ·  1

was so patient with all our questions and always replied quickly with helpful answer.

We are excited to see our home come to life and can't wait for it to be completed. we truly appreciate all the support from the whole team every step of the way!

I highly recommend Neptune Homes. My Fiance and I are 24 years old and started our journey toward building our first home over 12 months ago. After years of saving and months of display homes, the idea of building started to seem overwhelming and stressful; until we found Neptune Homes. Besides their beautiful displays across SEQ what stood out… Read more ·  1

most was their customer service. We first met Ryan Cummings at their Brookhaven location and from the very beginning his service, empathy and candour blew us away. It was clear Ryan wanted what was best for us and our journey. He was clear and honest about the processes, times and costs as well as vastly knowledgeable. This was a stark different experience from other builders we had interacted with.

The biggest point of difference which drew us to Neptune/Ryan was their flexible custom design plans. Ryan took the time to sit down with us and design our house over multiple weekends. We couldn't have been more happy with it. Ryan was a plethora of knowledge and his meticulous attention to detail was amazing. He made us feel heard and incorporated everything we wanted in a house while making savvy recommendations that most people wouldn't think about. Being first home buyers on a budget, Ryan was very upfront and candid about cost as well as upgrades and extras. We feel we received remarkable value for our money, spending where it was worth it and saving where it was not. Ryan was our 'Rock' during the build. Being available long after his part of our journey was technically complete. He always reached out to see how things were going and if he could be of any help. He put our minds at ease and answered any questions we may have had. Its not often you get someone who will happily guide you through your journey start to finish!

Our pre-site Co-ordinator Rebecca was so lovely and helpful! She worked hard to get us to construction as quickly as possible! Her communication was amazing!

The Envision studio where we picked our colours, stone, tiles etc was incredibly well presented and they had a big range of options. Layla was a huge help in guiding us through the process

The build process was well managed and a smooth journey. We had no major hiccups or delays which was a huge relief. Our Site supervisors Rod and Kane went above and beyond to be communicative and helpful. The build was done within time frame and without issue! The workmanship and quality of the build was something we did not expect to be so exceptional. The inspectors report came back clean with only minor cosmetic touch ups needed. Building is never easy, it is a stressful process but with the nightmare stories you hear about building in general, we couldn't believe how amazing and easy building our first home could be. We knew we picked the right builder! Its not often you get everything you want on your first go! It is our dream house! Thank you Neptune Homes and Ryan for making the dream we had worked to hard to achieve come true! In such fabulous fashion!

From the very beginning, our experience with Neptune Homes has been exceptional. Their display homes are beautifully styled, creating a warm and inviting atmosphere that immediately impressed us. We are thrilled to be building our dream home with Neptune and cannot wait to see the final result! Every interaction with their team—from Sales… Read more ·  1

Consultants and Envision Studio to Tile Consultants and Pre-Construction personnel—has been outstanding. They demonstrated professionalism, patience, and genuine care in helping us design a home tailored to our needs. We are truly grateful for the exceptional service provided and highly recommend Neptune Homes to anyone looking for quality and style. Their inclusions are of the highest standard, featuring fresh, modern designs and supported by an amazing team. Biljana & John

We had a great experience building our home with Neptune Homes. The entire process was well-organised, communication was clear, and every stage of the build was handled professionally. The team was helpful, responsive, and made sure we felt supported from start to finish. We’re extremely happy with the quality of our new home and would gladly recommend Neptune Homes to anyone looking to build. Show details ·  1

The pre-construction stage was managed to the highest professional standard by Ellie, Kayla, Morgan and the entire team with fantastic design advice in relation to colours, flooring, electrical planning with an overall knowledge about the whole build process. Show details ·  1

We’ve had a great experience with Neptune Homes so far. Josh and Ellie have both been amazing — very helpful, responsive and easy to deal with. The whole Neptune team has made the pre-construction stage smooth and stress-free. We’re excited to start the build and highly recommend them based on our experience Show details ·  1

Huge shout-out to Janise from Sales and Rebecca from Pre-Construction! Both have been proactive, pleasant to work with, and consistently ahead on site updates—often faster than we can get them ourselves. I’ll never forget learning our site was “ready for soil test”… and Rebecca letting us know it had already been done three weeks earlier. We’re truly grateful for all your hard work—excited to kick off construction with Neptune soon! Show details ·  1

I want to give zero star if I can. Once the house building works are completed, they will start to ignore the emails even though I keep following up several times. New house should have 12 months non structural warranty. After I follow up many times still fail to get update and repairs. I have to lodge complaint to QBCC and then they start to fix… Read more

the defects. We found some title cracks in the bathroom recently and just need to confirm is this considered as warranty. They said they have sent to their contractor and will follow up with them, but never heard anything from them after that. I know crack titles are not big problems but their maintenance team is not professional. If you believe this is not under the warranty then just simply give a proper answer via email. You are professional to ignore previous customers not professional to provide clear information on customer’s query or concern.

We had a fantastic experience building our first home with Neptune Homes. From the very beginning, Ryan, our sales consultant, was incredibly honest and transparent—especially when it came to budgeting. He never pressured us to go beyond what we were comfortable with and was always supportive and informative, helping us make confident decisions… Read more ·  1

while staying within our means. His extensive knowledge of the construction process and ability to tailor plans on the spot added immense value and helped us visualise changes on the spot. He was also very approachable and easy to communicate with, which made the process feel seamless and collaborative, especially when we were out of our depth building our first home.

A huge thank you also goes to our site supervisors, Tom and Rodd, whose communication and planning made the construction process smooth and reassuring. We’re especially grateful to Kimberly, our pre-construction coordinator, for her organisation and guidance in the early stages, and to the Envision Studio team for their creativity, patience, and support in bringing our vision to life.

The home we now live in is truly a dream come true and we are incredibly grateful to everyone at Neptune Homes who played a part in making it a reality.

We loved the experience so much that we now have family building with Neptune Homes as well. If we had to do it all over again, we wouldn’t hesitate for a moment. It was absolutely worth the investment, and we’re thankful to have chosen a company that delivered not only a quality build but also a genuinely positive and stress-free journey.

Thankyou Ryan and Danny from Neptune Homes – We can’t thank Ryan and Danny enough from Neptune homes for helping us build our dream home. Both of them have been amazing and made our building process easy and stress free. We highly recommend Neptune Homes if you are looking to build your dream home Deepti and jaspreet. Show details ·  1

Super smooth and efficient experience! – We started building our two story home with Ryan from Neptune who was nothing but accommodating, easy to get in touch with and educated! Ryan helped us get everything we wanted within our price bracket and was very helpful through the whole process. He always answered and questions we had at any time and we could not recommend him any higher! Ryan… Read more

helped ease a lot of stress in a stressful time and we are very grateful. Neptune Homes designs and builders are beautiful and we had nothing but positive feedback for the construction manager as well!

Fantastic quality and service – Neptune homes finished our double story home in March 2023. They provided excellent service and quality the whole way through. From the beginning Neptune was very helpful. As this is our first home we’ve built, our salesperson Ryan assisted us with making changes to suit our needs and understood our desires. Our site manager Tom was extremely… Read more ·  1

communicative and took the time to ensure that he produced the best quality work. We built during a time where many builders were going into liquidation or insisting that owners pay additional fees to finish off their home. Neptune did none of this. They were upfront and honest about the price from the beginning of the build and actually completed our home earlier than expected. I highly recommend Neptune homes to anyone that is looking to build.

Excellent Build Experience – After deciding to steer away from the larger builders, I decided to start my building journey with Neptune. I cannot speak more highly of the company and the staff which has made my build experience exciting rather than stressful. Ryan Cummings put me at ease throughout the process and whilst my build is still in construction, I have yet to be… Read more ·  1

let down by the team at Neptune. It has been a pleasure and I am so excited for my home to be finished. Along the way they are keeping me informed and up to date aboit any delays etc which have been minimal. The build is looking great as is the quality of the workmanship. Visit one of their displays you won't be dissapointed. Excellent service from day 1.

The worst experience I ever had – We signed the fixed price contract with Neptune on 09/11/21. The deposit was paid on 22/11/21 and the construction home loan was unconditionally approved. The land was also ready. Neptune was unable to obtain the building permits by the anticipated start date (60 days from the date of this contract), which was at no delay of mine but Neptune.… Read more

In essence they had the delay with doing the drawing, engineer designs, stormwater pipes as the staff had made many mistakes in each process. As for this, we did not blame them for the delay and instead we had been considerate, patient and tried to work it out. However, what Neptune did to us was the price increase and the termination of the contract without proper grounds.

1. Drawing problems Neptune failed to draw the plans in accordance with Council regulations which they should have known – causing delay.

On 18/2/22 I got an email from Neptune staff. She said the house plans needed to be amended to be compliant with the Council Regulation as per the certifier. The house plans were designed and drawn by the Neptune staff before the contracts were signed. Neptune staff was not aware of Council regulations when they were performing their job.

The pre-site staff stated we could have the approvals by early / mid March when the home was made compliant, which never happened because another problem came out.

2. Stormwater pipes problems Neptune failed to correctly identify the stormwater pipes and then failed to sort it out in a timely manner.

A detailed survey was done by Neptune in 2021 showing there was stormwater pipes going through our block.

In January 2022 Neptune engaged a contractor to further investigate the stormwater pipes. This contractor reported there were nil signs of stormwater lines on the block.

On 23/3/22 the pre-site staff emailed to me they needed send a plumber to dig up to find the pipes.

On 11/4/22 the pre-site staff emailed to me and stated in order to get the building permits they would need to relocate the stormwater pipes. She stated we could see an approval in the coming month. I replied her email on the same day and asked her to explain more about the pipework relocation.

On 12/4/22 the pre-site staff sent me an email and said the upper management would in touch to discuss my new home.

Since then, I had been waiting for someone to contact me about my new house until 22/4/22.

I finally got an email from Neptune sales manager on 22/4/22, instead of discussing the pipework and the building permits, which was asking for a $49,400.00 contract price increase. Reasons stated are current trends and general labor and supply disruptions without any details in relation to my house. He asked us to reply ASAP. He had put our job on Hold until we agreed this price increase.

We asked them to solve the pipes work problem first. The sales manager then realized there was a problem with the pipes work and the building permits. On 29/4/22 he sent me a variation of stormwater pipes relocation costing $10,684.

As Neptune quoted $10,684 for the stormwater pipes relocation, we asked for the plan for relocating the pipes which Neptune did not have. Neptune just send us a quote of $10, 684 for the job without knowing how they would do the work. On 15/5/22 Neptune finally made a plan for the stormwater pipes work after we requested a few times. It was hard to tell whether this plan would work based on what happened before, but we still accepted the variation of relocating the work pipes.

3. Mistakes with the tiles and color selection items The pre-site staff sent us a $5782 variation of National Tiles upgrade. However, the actual variation of the tiles upgrade was only $1885.

The freestanding bath was included in the 4 price quotes which we received from the sales person and it was also on the contract drawings. At the color selection we were forced to pay for the upgrade fee.

Also, a lot of mistakes were made with the color selection other items.

4. A contract price increase to the fixed price contract Neptune made a lot of mistakes, caused the delays and failed to obtain the building permits. Then they asked for a price increase to the fixed price contract, which was unable to be claimed from us. They totally did not honor the contract. Simply using “this is what is happening in the Construction World” as an excuse demanding a price increase from the customer and treating the customer with a take-it or leave-it attitude is unconscionable.

5. The termination of the contract As we felt very disappointed about Neptune’s work, negligence, we were reluctant to accept their requests for the contract price increase to the fixed contract. On 31/5/22 I got an email from Neptune that they terminated the contract. The reason was the necessary planning approval and/or building permits were not obtained by the anticipated start date. In the contract Neptune was the part who was responsible to obtain all planning and building approvals, consent or approval required by a statutory or other authority.

Neptune did not return the full deposit to us.

It was the builder’s fault that caused the necessary building permits not obtained by the anticipate start day (60 days from the date of this contract). Their staff did not have proper knowledge and skills performing their job and was always waiting for the certifiers and engineers to tell them what to do. The initial house plans were wrong and not Council compliant. The contractor they engaged looking into the stormwater pipes made mistakes. As well as this, they made a lot of mistakes with the tiles and color selection items. Finally, they terminated the contract without proper grounds and refused to return the full deposit.

Excellent builder - Highly recommend! – A huge thank you to Jorge and Kristine from Neptune Homes for building us our beautiful investment house in QLD! We could not be happier with the result. Throughout the entire process they were incredibly helpful, supportive and professional, always happy to answer our many questions, and being first QLD buyer, this certainly made us feel at… Read more

ease. Jorge has been very helpful to advise the best options to fit our budget and needs, thoughtful on every detail to deliver a high quality house, approachable whenever we have questions or concerns. We cannot thank them enough for such a great experience, and would highly recommend them to anyone!

Great team and Customer service – We started our dream home journey with Neptune Homes in Jan 2021. The sales team, Allan and Tracey, were accommodating with giving suggestions and getting us our home plan. We went ahead with the Santa Rosa display home plan with some modifications. We signed the Contract in March 2021. The contract price was $18,000 more than the quotation price.… Read more

It wasn't expected and were not communicated beforehand. The price increase was mainly due to the Santa Rosa display plan design changes and increased site cost allowances. We still went ahead with the contract as it was within our budget. The new plan drawings did not have the façade we were expecting. So we requested few variations, including the façade' changes. It took about five weeks to price the variations. Once we finalized our variations, we waited for them to be integrated into our plan and then the colour selection was booked for 14th May. Kristine was very helpful and was happy to guide us through the process. It took slightly more than three hours, but we were able to select most of the things. Appliance selection from Harvey Norman was booked on another day, but it was not a good experience mainly because the prices of appliances were not displayed. We had to wait until Neptune to price appliances to know how much each appliance model would cost. I think it could be more transparent and the appliance prices should be shown at the selection time. 600x600 Porcelain tiles were included in our package as a promotion, but we found the tile selections were limited. There were only four tiles in the 600x600 porcelain range, and we did not like them. As Neptune had partnered with National tiles, we choose a porcelain tile from National tiles. The price to lay them through Neptune seemed quite high. Therefore, we decided to put tiles by ourselves using our tile layers. However, we were told we wouldn't be entitled to any credit for tiles as they were a promotional item. If you are planning to put tiles on your own, please check beforehand if there would be any credits for tiles. The colour selection pricing took about six weeks to arrive. Meanwhile, our land was registered in the first week of June 2021. Chae and Morgan now handle the plan and pricing, and they are very knowledgeable and helpful.

Update on 11/8/21 - We had another price increase due to the Driveway gradient. Approx. $14,000 increased in total to remove soil and increase garage height. Not very happy with it. We feel it should have been included at the time of plan drawings. Now waiting for the final drawing and then council approval. The expected time frame is 2-3 weeks for the revised drawings.