Overall, I would say the quality build of the home is fine.
My purchase experience from start to finish however, leaves a lot to be desired. Right from the start, communication is slow when you need something, and expectation of response to them when they need it is IMMEDIATE.
I cannot speak for the industry as a whole, but I can tell you that customer service with this company is rather horrible. From things being indicated on plan not being done, to being made to feel like you're an inconvenience while spending $500k on a house. As with many things now a days, they seem eager to correct things in the beginning. That is until the cost of that "fix" becomes evident. At that point, you can expect little to no communication, and ultimately nothing.
At the end of the day, excuses given are beyond reasonable technicality. To avoid them would mean you would ask questions you would NEVER think or know to be relevant. They will do evertyhing to a min. Do nothing more than walk the line with Tarion guarantees, and will hide behind specific language as outlined by your Tarion Warranty.
BE VERY careful what you sign. Read EVERYTHING... twice. Don't accept being put off when things need to be corrected or you may be like me and be left in the dark after almost 2 years and SEVERAL emails of yes we will get to that.
The number of times I was told that they have NEVER had issues, I'm the first left me feeling like I was being unreasonable. I was the first one in my sub division here in Carriage Crossing in Waterloo and the more great neighbors I meet, the more horror stories I hear. More often than not, most of them are resorting to fixing their own problems as they aren't getting any help from Heisler.
The owner of the company, Tim Heisler at one point even tried to send me a cease and desist letter after hearing that I had been talking to other home owners. I was simply welcoming anyone into my home to look around for themselves, and allowing anyone who wished to see documents of the horrible service I reveived. I filed complaints with the BBB which they won't even reply too which has had their non membership standing dropped to a B-, and Tarion has even agreed with my situation that it was handled poorly, but unfortunatly can do nothing about it.
Why I give ANY stars one might ask? Well there were some trades they used that were fantastic, and end of day I feel the home in the neighborhood will be a good investment. That said, I truly believe it's the area. There are several other builders here. A walk through them all would give someone their own impression.
