Great sales team, horrible customer service after everything is signed off.
We had an issue with our paint colour in our estate home. During the selection process we had asked the interior designers, who were assigned to work with us, for a light colour interior (light coloured walls) and they recommended a specific colour (which we only saw in a 3 inch x 2 inch colour sample). Since this colour was suggested by the interior designers as a light colour choice we took their professional advice for it and selected this colour for our home. Design services from accredited designers have the responsibility to obtain the vision the future homeowners desire otherwise what is their purpose if it is only to record choices made solely by the purchaser(s). As with anything else in life, when there has been some advice given in error, professionals will assist in rectifying. This was not the case with Morrison Homes.
As an added note, we had to go through 3 designers during this process as the previous designers left to move on to a different company and left us with the added task of having to repeat ourselves over and over to the next designer would take on our account and make sure that we explain to them our requirement of a light colour interior (light coloured walls). This is the reason we chose to build our house as opposed to purchase one. This builder also asked us to fit 9 hours of meetings in approximately 5 days as we were pending to leave on an extended holiday out of country and they really wanted to have selections made and sent to their head office so THEY can keep on schedule. We sacrificed out heavy work schedules to accommodate them and when we wanted upgrade prices at the times of this meeting their designers were not equipped with that information. The meetings were stressful and long and if we took time to deliberate on anything we found some negative feeling attitude towards us. It is very important to know dollars upfront when deciding on where to spend money on upgrades. With the designers arms crossed and waiting for a response on paint color we went with her recommendation.
A few months later when the painters painted the walls with this colour we realized that this paint colour was quite dark and not light and airy as we had requested (as we had also selected a dark espresso brown hardwood colour for our floors along with oil rubbed bronze lighting and fixtures which is also dark in hue.
We went immediately back to Morrison and requested to address this issue as we had clearly requested light colour walls and what we had received were dark walls. Their response was that we should pay an extra $4,200 to rectify this issue created by the recommendation of THEIR interior designers.
After arguing for a few days and receiving some pretty dismissive emails from their design centre we were called by the Morrison COO who just confirmed the message we were receiving from their design centre all along. That Morrison would not accept responsibility of their designers' false advice and we would be charged if we wanted to get the light colour we had originally requested.
This has been a very stressful and disappointing experience, more so because Morrison pride themselves as one of the top builders in Calgary.
From our experience the customer service we received so far is one of the worst we've ever received from any type of company. When building what Morrison calls a semi- estate home and you're spending a lot of money the least you're expecting is a pleasing experience and an excellent customer service to go with it. Instead, we've received dismissive emails and statements that our disappointment on their designers' shortcoming doesn't mean anything to Morrison and if we want the issue created by their designers resolved then we'd have to pay the hefty price to re-paint our house.
This has been a very frustrating experience so far and at this point our house is not even complete yet. I’m really concerned on the type of issues we’ll be facing over the next few months if we had to deal with such terrible customer service for a smaller issues like wall paint.
I would not recommend this builder to anyone.
- Approximate cost of services:
- $8,000,000.00
- Company Response
Hi Evan, I'm not sure I can provide a response that will help ease your concerns. We can certainly feel your frustration and are very sorry you aren't satisfied with the paint colour. We know it can be disappointing when design outcomes don't turn out as expected. This is of course why we have sign off procedures in the first place - to handle decisions where subjective factors such as taste are involved. We can assure you, however, that we will provide you our highest level of after possession care during your warranty period and will do everything we can to ensure your home meets our customers' high standards of quality.