Reviewer Photos & Videos
Unfair, unsupportive, unstoppable
We were sold a terrible dream by Smith and Sons franchise holders [Name Removed] and [Name Removed]. The nightmare hasn’t ended nor the build been finished, no respect or any care from these people except for the bottom line. Smith and Sons is an advertising and Marketing company by admission of [Name Removed] (head NSW franchise) during a dispute meeting in March. I think she wished those words hadn’t escaped her lips but they did. I did more research. If you like AMWAY, Anthony Robbins and Tupperware you will love this marketing machine. The...y admit on their own podcast business for builders that they basically interview potential customers to see if you fit the bill. I would be honoured if it meant anything but a broken heart for myself and my husband. We are 12 months over time now on a 14 week build. [Name Removed] is glib, dismissive and in denial about the issues with our build. Despite showing him the CDC package he refuses to pour an alfresco area that we PAID for. That’s just one of hundreds of issues we have. I don’t know if it’s a systemic issue with the industry or whether instead of reading codes and laws, its these two hiding behind a desperately bogged down fair trading and court system. I could go on for hours. Stay away from these guys. They’re bad bad news.
2 bathroom renovations on an investment property
Good quality and professional service.
Easy to work with, great communication when they have a problems and even better with solutions . Would highly recommend these guys for your next renovation project.
Smiths & Sons Toowoomba-Spot on
Despite difficulties with COVID we got a great design and excellent work on our bathroom. Only problem is it makes the rest of our house look bad by comparison.
Not overly impressed
We contacted the local Smith & Sons in order to help with some demolition work in our kitchen in order to have a new kitchen installed. Whilst I was happy with the quick response from the builder to come and quote on the job, his communication from that point forward was less then impressive. He refused to listen to what I would like done and made me feel a bit rushed as to what needed to be done. He then booked tradies to come before even advising me when they were coming (I only found out when they were coming after I asked). When the tradies...showed up the builder wasn't here, so I was left to explain what I wanted done. The builder was only onsite once during the entire job. He also didn't organise for the plumber to correctly install the gas pipe for my new oven, I had sent him plans which showed that there was going to be a cupboard next to the oven which I later found out is where the gas pipe needed to lead to so my oven would sit flush with the wall. This left me having to organise my own plumber (after consulting with the builder about the issue with which he told me it wasn't his problem as he only organised for the plumber to put the gas pipe in and not the oven, again I was under the impression he was going to get his plumber to install my new oven since they ripped out the old one) to divert the gas pipe at an extra cost to myself. The person he organised to do the rendering of our existing brick work, didn't do anything to protect my slate tiles from the render and white wash that he was putting on the walls, subsequently leaving my slate tiles in a very poor condition which I now have to try and rectify. Whilst I am happy that they were willing to take on the job after my last builder left me in the lurch, I don't appreciate that I wasn't kept in the loop with exactly what work was being carried out, especially considering it is our first renovation and we rely on experts such as this to guide us and do the best job that they can. This has been a massive learning curve for us.
Eyes wide open when renovating with them - don't accept sub-standard work
We have done two renovations with Smith and Sons and whilst the first renovation went really well, the second left a fair bit to be desired (perhaps as a result of spreading themselves too thin?). The main franchisee knows what he is talking about / doing, but with the second renovation he was very scarce, and we were left with people on site that were incompetent / not qualified for the work that they were doing. In particular the sub-contractor used for electrical delivered really poor quality work. Examples of this were live wires left hangi...ng down from the ceiling without being taped off, apprentices on sight with no supervision (repeatedly, despite us e.g. having to phone the builder on a Saturday to check what was going on, who then asked the apprentice to leave), and work was not to the expected standard (as we have found out after the fact) on a number of items. It was disappointing as we had given feedback on this sub-contractor after the first renovation and were assured there would be close supervision for the second renovation which did not eventuate. The tiler used was excellent, so there were pluses and minuses. Pricing was fair - although be very clear on how contract will work with respect to variations. Would definitely not do a third renovation with them, but if you are considering using them just do so with eyes open, and do daily meetings / set your expectations up front.
the tree is rotten
We entered into a building contract for a substantial renovation and extension to our beautiful Edwardian Home with one of the then franchisees in greater Melbourne in 2016. Given the size of the work we had to move out and rent, which we are unfortunately still doing.
A multitude of problems and issues began shortly after signing the contract and works getting underway:
-the builder did not obtain Contract Works Insurance which is a mandatory requirement for significant extension/renovation work, and as clearly stated in the contract. When th...
In my opinion, Smith and Sons (removed) has little to no respect for their clients. We were astounded to discover that this is a franchise after being told it was a family business. We are still in the process of negotiating with our "builder" to complete a 100 day build. We are now up to over 200 days with no end in sight on a small extension. There is no hands on work done by the "Master builder" you have engaged with. Just a series of never ending subcontractors who come and go providing no consistency. The project manager bullies his way th...rough meetings and nobody answers emails. Its like as clients we don't even exist. Even now we are still getting variations for items that were agreed upon in the contract. There has been extensive damage done to our existing house and mistakes made in the new section that are significant. The list of changed materials without consulting us is unbelievable. The only thing this franchisee cares about is milking his clients for every last cent. The entitlement is breathtaking. Please! Use a builder you can trust. We are devastated and wish we never contacted them.
Went with these guys on a recommendation from our pool builder. Very good service. All the team and trades were professional and polite. A really easy build experience. Very happy with the deck.
A Slow Start - but WOW!
We contacted our local branch of Smith & Sons early last year. After a week or so we had not heard back but after a follow up call we got in touch. Reading some other reviews here it seems the same, but knowing what was happening with covid and the building game we understood how crazy things had been and the builder confirmed that, but apologized profusely! From this point, the build, the communication, the tradespeople - we could not say a bad word about them. We did think one of the retaining walls that had to be built were going to be a pro...blem as I had chatted to builders in the past about it and they said near impossible, but seemed no problem for Smith & Sons. Without going on too much, myself and family are now enjoying the results of an awesome renovation, (the kids have now got plenty of room!), and we are so happy. Would definitely recommend Smith & Sons.
ALERT! Please do not call SMITH & SONS or sign ANY Contracts
We called Smith & Sons in June for a 500K build and [Name Removed] in took our call and directed to the franchisee builder .We signed the contract with local builder a franchisee who trades as Smith and Sons . It was a 20 week contract. The Builder is so doggy , deceptive and misleading. All the version of the soft copy contracts communicated to us were different from the hard copy that was brought to us to sign. Many items that were a part of the build were deleted and contradicting clauses were added only to the hard copy. Once we signed co...ntract and paid money he became threating. 4 weeks into the job he threw us with surprise variation of 100K which was not approved by us. We have so far paid for 50% of the build within 4 weeks of job done. The builder does not seem to be returning to site. Work has stopped for 6 weeks now. [Name Removed] and his team takes no responsibility of the doggy incompetent smith and sons builder and his actions. Their interest is only in profits. We get threatened if we try to contact the HQ. I wish i never called this builder. If any one is complaining no one called back or answered your call. You were very luck. The 5% of build that has taken place is a major defective and Builder is expecting us to pay to correct his defect. Very unreasonable. They are just incompetent at everything. Its such a night mare we are stuck with them. Please stay away from them. Its a horrible experience. No one should go through what we are.
Zero (actual) customer support
The builder was engaged for a 12 week contract - "practical completion" was reached just short of 36 weeks with many things still to be done. Having made the final payment, getting "minor defects' fixed was a battle. Smith & Sons offerered no assistance - they "hold no bearing in the construction" and no interest in the consumer- because to them, the customer is the builder. Still trying to have problems sorted out nearly four years after beginning the "Design - Plan - Construct" process. We did the design - no feedback. There was no planning. Construction was ad hoc. Paid an extraordinary amount of money for a poor result.
Terrible service, do not waste your time
If you are looking for a builder keep looking. This is not a company that you want to waste your time on. They don’t respond, leave messages unread and don’t bother returning emails or calls. If that is how they treat potential customers I would hate to see how they treat you once they have your money.
No response to enquiry for a renovation
I filled out the form on line with details of the work required. I heard nothing for about 2 week then received an email requesting feed back about how they had performed so far to which I responded very disappointing and once more no response. Today I received another email advertising their business.
Didn't even get a call back
I called them for a job quote a few months ago. I was told i would be called back within the week. Never received a call back and then they had the nerve to send me an email on May 16th saying they hoped my experience with them so far had been good and asked for a review. I replied saying that so far they had ignored me and, surprise surprise, no response to that either. It's now July 20th. I don't know what they're workmanship is like, but i can tell you that their customer service is bottom shelf.
Looking for top quality?
Smith and Sons will be our go to for all future renovations. Their professional service and quality of workmanship is second to none. Nothing is too hard for them and they went the extra mile to make sure our dreams are reality. They listened to our ideas, and shared their expertise. We had a small space to work with and we lived in it while it was being transformed, so believe me when I say we saw all parts of the process. Phil, our project manager was excellent and the tradesman were top notch. The transformation has changed the way our family can live in our home. We couldn’t be happier and are already planning the next rooms. Thanks again guys
Questions & Answers
Sorry, there are no questions yet.
Get an answer from our members and Smith & Sons representatives
ProductReview.com.au has affiliate partnerships. These do not influence our content moderation policies in any way, though ProductReview.com.au may earn commissions for products/services purchased via affiliate links.