Oracle Platinum Homes Questions & Answers

Hi there, thank you for taking the time to share your feedback and we’re truly sorry you haven’t had a good experience with Oracle. What the industry is experiencing is unprecedented and we don’t believe anyone was prepared for the increases in demand and costs we are experiencing. The price of timber, steel, concrete and other construction materials has soared up to 100%, and deliveries are delayed for up to six months.

Oracle has been absorbing these increases for an extended period and is now asking clients to contribute to these price increases. This decision has not been made lightly and has only been made to ensure the continued financial viability of the company.

The way in which Oracle is dealing with the issues is an ongoing challenge. We continue to evolve our internal processes, resources, staff, trades and supplier base to meet growing demand and we appreciate your feedback on this which was taken on board.

Oracle remains committed to working with their clients to help them achieve a positive construction outcome at this challenging time.

We’re working on a solution that is favourable for both our owners and Oracle.

We wish you all the best.

Owen & Tracey I have been speaking to Jarad about the change with the contract, feel free to give me a call at our Toronto office I will be more than happy to go over any of your concerns Regards Rod Tipper NSW sales manager 02 4040 6260 or 0414 182 177

Hi Ji Min P, thanks for the question. This is a technical question that pertains to the HIA contract you have signed so please take a read of that. If you do require any further assistance or explanation please reach out to your Customer Service Officer who is more than happy to discuss this with you.

Thanks Oracle Platinum

Hi Beth and M, We have been in touch with you today to clarify. We can assure you that our team is working hard to get through all of our jobs including yours and we have communicated that our process isn't as fast as usual due to the huge influx. We had suggested going straight to contract to save you time, however understand that you didn't want to do that.

Just to be clear, most of the department definitely haven't left the company - they're going above and beyond and we really are experiencing a surge that is unprecedented. We hear what you are saying about communication and our New Home Consultant will do his best to continue to provide updates on your status.

Thanks Oracle Platinum Homes.

Good luck, we had same experience with no tender after 4 mths and have decided to go with another builder.

Hi Scott, Jobs are lodged to our Private Certifier immediately following receipt of payment of the deposit. Only the plumbing component goes to Council. The process does differ between states. Hope this helps, please feel free to give us a call on 07 3423 6300 to run through this in more detail.

We are only Up to slab stage no photo's yet

Thanks Christie, we share some of our clients photos from time to time on Facebook if you have not already checked them out. Thanks!

Hi Alicia, Thanks for asking. We currently have a number of Home & Land packages available in North Rothbury and can make one up to suit you. If you'd like further information please contact Brittany at our Chisholm Display Homes. Thanks again, Oracle Platinum Homes

Hi Stace, we only dealt with Oracle in QLD so not sure how they do business in NSW. I can say that we didn't get a house and land package. We purchased our own land and then used Oracle for the construction of our turn key house package. They were very flexible with design changes, so feel free to ask them for a different package.

Hi there Stace B, Thanks for your question. Our Home and Land packages are flexible, they are a great starting point! If you are already working with a Sales Consultant they will be able to provide a range of packages including four bedroom homes as well as various homesites. If you've fallen in love with a particular homesite - we'd need to check the 4 bed home fits the required setbacks.

If you'd like to give us a call on 02 4040 6260 or email we would be happy to run through exactly what you are after and find a solution that works.

Thanks again, The Oracle Platinum Homes team.

Hi Stace, I've just spoken with the team - if you could please contact the Consultant listed on the package for further details & options. Many thanks.

Our sales consultant was very flexible and worked with us to make sure we were getting exactly what we wanted. It shouldn't matter what the design is, as long as you build with them for that lot. Happy building!

We have just placed a deposit on land at Thornton, NSW and are considering going through Oracle. please let me know how it goes.

Exciting times Tana! Our team is ready to help when you are.

Hi Linda, Thanks for your question. Fences are usually complete by practical completion, however weather can play a part in this. Our Customer Service team will be in touch today to advise progress & a timeline on your home completion.

Thanks, The team at Oracle Platinum Homes.

The consultant probably wants to go through everything with you on the day. They do put a lot of time and effort into preparing these tenders so they probably prefer to meet in person. This doesn't mean that you have to sign on the day. Go and meet them. If there is anything in the tender that needs explanation they might be able to show you what the tender item refers to by taking you through the display home and pointing things out.

Take a soft copy home with you, tell them you won't sign until you've gone through everything and had a chance to digest.

It is normal to be sceptical of sales people but at the end of the day you are spending a lot of money with this company, you need to be able to trust the person you are dealing with. If you don't, maybe you need to find someone that you can trust?

Hi there, thanks for querying this. We're sorry your question has not been answered by us until now. We like to present our full summary of your new home so that there is opportunity to explain the building terminology and give you the opportunity to raise any questions or concerns before signing. As this document becomes legally binding we ensure our Sales Consultants thoroughly walk each client through the documentation.

Based on client feedback, we have recently updated our process - and now on request, provide our clients with an electronic copy to review at their leisure.

Any questions, please let us know. Thanks the team at Oracle Platinum Homes.

I am building with Oracle at Abernethy NSW, a college however built at Cooranbong with Oracle. He said it took 18 months to get the build under way and he had to go to head office in QLD to get things moving. He said the build once going was great and the result was of a high standard, a common story with Oracle reviews. I have no complaints so far with Oracle, I think they have not fully established them selves in NSW yet and that may be causing a few issues. They have an office in Toronto NSW, the staff are lovely but I think pressed as they are so busy. I am confident they will deliver a result we will be happy with, but as we are paying rent things could always move quicker.

Graham Rose

Hi there Chant, thanks for your question and showing interest in our great value Home and land packages. Our apologies we have not been able to answer this until now. As Grahame has mentioned in his response, we pride ourselves on our high quality of finish but have also worked hard to ensure our Customer Service is a focus also. As you will understand, to begin building requires a number of milestones being achieved (such as land registration), so the overall process differs for everyone. If you are still looking to build, we'd love to run through your situation and what we can do for you.

Thanks, the Oracle Platinum Homes team.

Hi Liz, I went with Oracle also because of their excellent floor plan. Although I had appalling treatment from Oracle throughout the 2 years build, living in the house since October has been great. Their inclusions were of a high standard for the price I paid. Also their storage areas are generous compared to others. This something that is hard to change after the build. You just have to go into the contract being fully aware of it. See my review for further information. LJD

Hello Liz, This is Lauren from Oracle Platinum Homes. Here at Oracle Homes we have changed immensely as a company, with new faces, new structures and new ways. We pride ourselves on providing quality customer service and a wonderful process. We understand your concerns and worry's and in saying that I would for you to come and speak with any of us at Oracle and we can answer any questions you might have truthfully and honestly. Please if you have any further questions email myself at laurenl@oracleplatinumhomes.com.au

I don't agree with Lauren at all. I just completed my home with Oracle and it was the worst experience I've ever had in my lifetime. The sales team are awesome, build quality is great but the customer service is horrendous, basically non existent. Getting feedback from them on progress of your new home is like squeezing water from a rock. If you are happy with a good quality home but have to deal with people who are useless at serving customers, then go with Oracle. I certainly will not do it again.

Hello Trent, My deepest apologies regarding your experience with Oracle Platinum Homes. Thank you for the complements regarding the build and our amazing Sales staff. Every day we are implementing new procedures and ways to better our customer service including weekly/biweekly updates with clients on their build process. Thank you for you feedback.

Lauren.

Still need to work on the customer service aspect of this process; we are at practical completion stage but house isn’t ready from our understanding & is anyone keeping us informed? Nope! We will have to wait to see what happens next as we get no updates from our customer service rep & when we do, she tells us stuff we already know. Your driveway will be poured tomorrow, erm it was done 3 days ago. We currently live in area & have to drive past on our way home from work. If we didn’t do that we’d have no idea what was going on.

It’s our first home build so process is new to us however they haven’t made it easier.

Extremely happy with the house however although few things need fixing & no timeline for completion as yet.

Hi Linda, Thanks again for your comments. Our Customer Service Manager is looking into this now as we have recently overhauled our Sales process and value your feedback to continuously improve the service we offer.

We are glad that you are extremely happy with your home and will update you today on a timeline for completion.

Many thanks, Oracle Platinum Homes.

I built on the central coast (Green Point) & the office was in their display home at Cooranbong. I think the office is now somewhere in the Newcastle region.

LJD

Hi Traci, Apologies for the late reply, the email address associated with my profile is not used much anymore so I didn't see the notification. I have only built a house in SE QLD with Oracle so I cant comment on what they are like in the Hunter Valley. I personally would not use them again based on my experience. I am still waiting for someone to get back to me about roof insulation being installed (which was obviously meant to be done before the end of the build program) and the house was 'finished' in January 2017.

I probably haven't been chasing them as much as I should but I have had a few emails and calls not returned now since I found out about the issue a few months ago. The work should have been done a long time ago and all they have done is give me a phone number for the contractor who was meant to do it, who has also not returned my calls so far.

They were difficult to deal with throughout the build as well and I personally wouldn't recommend them to friends looking for a reliable builder.

Yes and never again.

Hi Trent I just noticed your other reply on another post. Was it just the customer service you weren’t happy with? Build quality you said was great?

I can't advise you on this. I'm in NSW & built 2016/17

Hi, Would suggest to think again before going to Oracle. Made the worst decision of my life. Engaged with them in November 2016 and they still finalizing the design and preparing the tender documents. Their customer service is one of the most pathetic one that I have ever come across. Contacting my sales consultant for over a week now and still waiting for him to come back to me. I'm building in Goodna.

Hi, If I had to do it all over again I would go with Style Master Homes even though I did not like their sales consultant, I really liked their designs and customer service. I guess every builder will most likely have their own problems. Just be sure to get everything in writing! Good Luck I really hope you have a better experience than we did.

Hi - can I just ask if you went ahead with the tender process? What is the whole deal with paying the $1500 deposit, we know they will write up a tender fixed price quote, but what if we aren't happy with the quote and don't want to go ahead with Oracle, we obviously lose our $1500 deposit but the sales consultant reckons "you don't lose the $1500 cause even if you don't sign the tender, we would do you site costs and then you give a report of it and you can take that to your new builder"?? that sounds to suss to me?

thanks all

Don't do it!!! They are qld based. Read my review. My build was so sloppy and it has taken 3 years to get stuff fixed. The treatment you are getting now will get worse during the build process.

Hey Debra, from what I know they are a QLD based company and have branched out the Hunter Valley area. My sister lives in NSW and is about to start the build process with them because we had such a great experience with them in QLD. My only suggestion is if there is issues you are experiencing maybe contact the head office in QLD because they get stuff done!

Thanks for getting back to me. We decided to pull out and will lose quite a bit of money but it just wasn't worth the stress. Good luck with getting stuff fixed or if building it could be a different story and you'll have a good outcome.

Yes l have the same issues! We signed in February 2017 and still have no start date, l am very concerned.

Hi just wondering did you sign with Oracle? We are trying to get some of our $12,000 back as we thought if they make mistakes before signing the contract what would happen during the building process.

Hi Debra. Do you mind letting me know why they had $12,000 before you signed the contract? We are at the early stages where we are expecting a tender which is already overdue and would like to understand what process led to this situation? We are in qld and starting to feel very uneasy as the difference between the sales process to now is immensely different.

Hi AV did you sign the tender? They ask for that amount after you sign the tender and then that's when our trouble began even before the contract was supposed to be signed. So we decided not to go any further.

I have been by a land sales company who has worked with Oracle Platinum Homes and assured me that they are a good company. I hope that i don't have a bad experience with our builder. I've spoken to [Name Removed] and he apologizes for the miscommunication as he couldn't reply due been busy although he did get my messsges but just couldn't reply. At this stage we hope that the customer service improves. The bad reviews are very discouraging but i hope this has nothing to do with the guys at Springfield. We have come to an understanding now and sorted this issue and he has assured me that what we have asked for in our build and the information i hav passes on regarding the building envelope and what is allowed as been received, he will sort it out.

Thanks [Name Removed] for comunicating with me and we hope to have a positve experience and outcome with your team.

Tender has come back and it's $10,000 over which isn't too bad. We were expecting around $3000 from what the sales rep had told us. We asked for a full turn key inclusions but that wasn't included come time for tender. We were informed by our rep to go full turn key and take out the external inclusion later on if we change our minds so that was what we expected, but the tender came back and the landscape, driveway amd fencing were left out and the price came to an extra couple of grand over the full turn key price which went mostly into the site costs and bush fire rating as per the tender shown. Contract is coming up.

We had to ask again about some of the modifications we asked for which wasn't fixed on the plan. We don't even have a copy of the tender for myself and wife to go through and recheck. The house is about 1m×16m shorter in width and length plus we've lost the eaves which will overhang an easement. Not too sure how much it took off the overall price if even. That was never discussed. We would really like to go through the tender. I've text my rep and he said he'll send it through yesterday arvo, still waiting. Have to go see the land sales office this morning and a copy of the tender would really come in handy. We're hoping for the best and pushing through for now although it's very depressing at the present stage. Fhog has been extended so not really needing to keep to the previous deadline. Overall, I'm satisfied although reluctant at this present time.

There is 1.2m fall. Will the cut and fill need to be a metre? The tender says up to 1 metre.

Is a eave allowed to overhang on a two storey house (6m+ high). From my land developers they said it is allowed and i have prudently hounded these guys to make sure for. I still haven't recieved the council amendment (law) of the easement (water flow drainage) on my property.

Anyone have problems with their tender and cost blowouts?

I'd really appreciate any advice and experience.

Has anyone had big tender blowouts and problems with their plan? Could do with so help and advice right now.

Regards,

We have now gone with another company as our experience with the sales rep at springfield lake was not pleasant and question we asked in emails and sms were ignored half of the time and things were not explain at all to us as a 1st home buyer. We even recieved an email suggesting we build with another company from [Name Removed] the manager who we have never spoken or emailed. So the sale rep spoke to the manager who sent me an email with the content was not good at all. So I forwarded all the emails send and recieved to [Name Removed] and when we recieved the building contract, it blew out to over $300,000. Wow.

I would not recommend Oracle Homes at springfield lakes but cannot comment on Oracle as a whole and from the only contact with [Name Removed] he had jumped to conclusion with the sales rep complaining to Brad. Customer service was bad. Very bad. I have now gone to another builder and contract stage was so so much better and customer service too. Our current sales rep has always responded and treated us with the utmost respect and always ready to help. Totally the opposite of my experience with Oracle Homes. Contract is approved and within budget although I liked the Oracle Homes design better than our current builder but I'd rather be treated with respect and given the support and help like our current sales rep has without doubt.

It's a shame.

Good luck to you all who venture into building their new home.

Hi HVN. Who were you working with at the Springfield office? Really hoping it is a previous employee and not the same person we have been working with to date as I would really dread being treated this way for one of our biggest investments, both financially and emotionally.

Hi there just finished the build with these guys early feb 17 nice house a lot of little things need doing.. they tried to blame me for missing remotes to aircons! brad the supervisor was a clown didn't turn up to practical completion day... some random supervisor showed up.. gardens weren't done when moved in plants were dead grass was dead questioned them they just laughed, would not build with them again advise you to look at another builder you have been warned regards Dan

Don't do it!!

Hi Emm, I finished building with Oracle just before Christmas, I also have a friend who just had thier house handed over yesterday.

Thanks, Benny

We are still in the process signed our contract 2015 and still not in breaching contract, worst company. Nothing but problems took them over 12 months to cut our block. Don't waste your money or time. Not worth it.

I am currently building with them, they started in july last year, end contract date was feb 2nd... and still waiting for a driveway and fence. sure we have had wet weather but even when we have clear days and other houses in the estate are getting driveways and fencing done, oracle state they are waiting for the weather to clear up. What the hell!!!

Hi Emm, I'm also building with these people, dealing with the office at Watagan Park NSW. It's a total nightmare! I think ultimately I'll get a lovely house which is perfect for my block, but I wouldn't wish what I've gone through since December 2015 on my worst enemy (not that I have any!) It's still not finished, well over contract date and I'm exhausted by the whole debacle. Ambs was waiting for his driveway, I got mine but it was the wrong colour...8 weeks on and I'm still waiting for it to be redone. My advice, don't even think of it. To make matters worse, as I'm finacing this project myself (no mortgage) I had to set up a security account with the owner's wife i.e. my money in a joint account with her - both to sign. There's approximately $12,000 in there that is surplus to my contract price (it was set up before final costs were determined) and for the last 2 months they have been refusing to release these funds. These funds would come in quite handy for my imminent overseas trip. LJD

Thanks for the feed back everyone. Apart from how long it is taking to complete, what are the finishing touches like? Is it a nice home and did you get what you asked for?

Hi Emm, Our finished product of our home was Wonderful! We did make a few changes pre-site and the admin team made sure our supervisor was aware of them before going to site. We were able to have on-site meetings with the supervisor aswell so we could check the things we changed and they were exactly what we wanted. Not going to lie during construction it is stressful, but once we moved in we were absolutely happy with the end result.