So my experience is a mixed bag but there seems to be more negative than positive. On the one hand, the house is great, there were only a few issues that needed to be addressed in the 30 day Tarion warranty and all were fixed.
What brings this company down is the downright awful customer service, broken promises and non-commitment to design details specified in the contract and/or design appointment. While some of the staff have been very pleasant, more than a couple have been downright rude and unhelpful. I mean really, did you need to sound like you hated my guts when all I said was 'Hello'? I've given up on calling them completely because I'll just get some sarcastic response from someone who hates their job. When I moved in, I found out I didn't have any appliances installed. That was The Brick's fault, but Losani Homes was unhelpful too. I keep getting transferred to different people, many of whom I left messages for or was promised I would be contacted. Not a single one did. I eventually managed to whine enough to get The Brick to do the installation. Even the installer who came was in disbelief that a homebuilder would include a appliance package with the house but refuse to help install it.
So I moved in early September 2014, and as of now my house still doesn't have an accessible balcony, a driveway, the home automation package, and exterior shutters. It's October 31. I have been asking about the home automation every 1-2 weeks for about 1.5 months now. I keep getting told I will be contacted soon. Never happens. Exterior shutters? Promised this week but now it'll be delayed again. Surprise! This was after I had to convince them I was entitled to shutters in the first place (as per the pictures in the purchase agreement). The balcony? I was told it would be accessible "the end of this week"... over 1 month ago. I haven't seen a single person out there working on it for weeks. By now it doesn't matter I guess.
Now on to my last gripe. Non-commitment to design details. So I spent all this time during my design appointment picking out the spindles for my stairs. Not only that, it's also mentioned in the contract that I get spindles. What does Losani customer service tell me when I let them know that there are in fact no spindles in my house? No one in the complex has spindles and that I was picking them just in case I was allowed to have spindles and that the design centre wasn't even supposed to mention them because it's not doable due to the layout and wall design. So why did they? Who knows! No explanation for why they were mentioned in the purchase agreement either. No refund will be given of course because I did not "pay for any spindles". One wonders what it means when it's explicitly stated in a purchase agreement that I get spindles then? "All finished main level staircases to have carpeted stairs and
stained oak stringers, railings and spindles." I guess the purchase agreement is worth jack to this company then. And currently I'm inquiring why my granite counter tops are square-edged instead of beveled like I picked at the design appointment. I don't expect much more than another excuse or run-around at this point but I'll keep trying. Honestly, I wish I followed my gut and listened to the reviews on this site. It would've saved me so much headache from dealing with such an dishonest and/or unreliable company.
