Q:I've had a mare of a time with Wimpey. There's a new development which we've been looking at. The houses are currently being built and we were told that the launch weekend was this weekend. The showhomes aren't ready to launch until the weekend either.
The only problem is that we are currently in Miami on a work trip. We visited the site twice before we left during February trying to get s much information as we could to be able to make a decision. However there were questions that we still wanted answering – what were the size of the gardens, the driveway.
We asked about items such as an easy mover scheme Wimpey were running and a possible part exchange as we have two properties and would need to sell one. My wife's pregnant and obviously I want to keep the stress down.
Anyway, the upshot is that Wimpey have been woolly on the process of the houses, and incentives, not giving the full details of the houses. In that time using a rough proce guide, I've got the mortgage agreed in principle, the deposit is not problem etc
I called two days ago from Miami to find out if the information was actually around to find out that one of the two plots had already been sold/reserved. Obviously I wasn't happy about it as we were told that the houses wouldn't be released until the launch weekend.
Apparantly Wimpey sent me an e-mail (which I have never recieved) on the 22nd Feb detailing the Part-Ex/Easy Mover scheme. When I called they said they still hadn't worked out thier incentives. They asked if they could value my house this week – I explained we werre both abroad so not much chance of that happenning and that was why I have been trying to get everything sorted beofre I flew out on the 28th!!!
I wasn't happy with this and asked to speak to the Sales Manager. She said that if I was out of the country then that would be unfortunate as they have a launch weekend this weekend (no way!!!) although I could reserve the property for ￡1000 and then there would be a Meet the Builder meeting where if there was a valid reason for not proceeding they would refund the money back. I asked what the valid reasons were and then it all became woolly again. I asked for this in writing so I can read it after my conference to understand exactly what this is all about and she said that "we only offer this as a verbal agreement" as we want you to trust us and feel happy!!
I asked about the incentive of "stamp duty paid" – yes it does… then 10 minutes later – only if you use our mortgage broker – what happens if your broker is not as good as my broker? "We'll need to negotiate" was the reply
The Sales Manager said that all the information would be available on the plans, the brochure and the internet. I explained to her that…
1. I work as an IT architect so I do know my way around the internet
2. Your web site and any conversations have not answered the questions I have
I asked her how many more caveats were coming out, by this time they were coming thick and fast, previois statements were changing (easy mover scheme isn't quite as described on the internet) etc. and the basic gist of the conversation is that we won't commit to anything in writing or give you the information to look at but you will sign on the dotted line and we can reserve the property for you now.
They said that we seem to have got off on the wrong foot but want to improve things – so why not give me all the information at once? The Sales Manager even said that we don't you as a customer if you have too many questions – I explained to her if I am to buy a house, I will have questions and want the information. If you haven't got the information how does that give me a warm gfeeling they want?
Anyway, I'm half tempted to not bother with the house – if my money isn't good enough, then it's thier loss. I'm sure I'll find a bit more customer care somewhere else!
Anyway rant over – no need for therapy now!!!
The latest is that my wife spoke to the Sales Manager the following day and finally got an e-mail and the "Meet the Builder" forms. We've communicated via e-mnail only to ensure everything is in writing.
The upshot is that we are going to see the plot on the weekend. They dropped thier reservation fee from ￡1000 to ￡500. We'll have the Meet The Builder meeting at some point after the weekend viewing of the showhome and we'll see how we feel.
To be honest, I share all your sentiments about walking away – that was my feeling, but this is the last chance saloon as far as I'm concerned.
I bought my current house from Wimpey in Brum 8 years ago as a new build and didn't have a problem – in fact it all went well hence the "repeat business". I think it is down to regions/developments. In the South, they seem to be concerned with closing the sale rather than customer care…
If they're being vague and difficult, I'd stay clear, as they'll probably end up messing you around.
Seriously, there'll always be another home you like just as much. If they don't want your business, take it elsewhere. Good luck whatever you decide to do