ᐅ General contractor, customer service, and communication extremely frustrating
Created on: 6 May 2022 16:50
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Fleckenzwerg
In December 2020, we signed a turnkey contract for a single-family house with a regional general contractor. Due to site development and other delays, construction only started in November 2021. Even before that, we noticed that communication was very slow. Questions went unanswered for ages; scheduled phone appointments were simply missed, and so on. When we finally managed to have a phone call, we expressed our frustration clearly but always politely and professionally. Our general contractor explained everything with too much work, constantly changing schedules because of company XY, and of course, COVID-19. From his perspective, our questions were not important. That might be true to some extent, but for us, it is impossible to know, since the schedule and who is supposed to do what when remain completely unclear. On the other hand, it is reasonable to expect answers to questions about a high six-figure project within a reasonable time. Our impression is that he simply doesn’t care and basically says: “That’s how it is, deal with it.”
As a side note: So far, there is nothing to complain about the work itself; even our independent construction supervisor has no objections. However, there are still frequent questions and occasional requests for changes (recessed spotlights, sliding doors, things like that). When it takes 3 to 4 weeks to get a response — mind you, just any kind of response, not even an answer — the frustration grows enormously. We asked for a list of subcontractors; this was promised again two months ago after several reminders, but we still haven’t received it. We have questions about the further schedule, when the house will be ready to move in — we’ve long stopped believing in the contractually guaranteed construction period; the standard excuse is COVID-19. We just want to know what the realistic timeline is. No sign of life for three weeks now. Two phone appointments were scheduled since then but simply passed without cancellation, rescheduling, or any comment. We have no idea when it might be finished, because the entire interior finishing still needs to be done. The fact that we also need to plan ourselves — vacations (for our own work such as painting), terminating the rental contract, and so on — are again things that, from the general contractor’s point of view, are not important. But they are important to us. Without wanting to sound arrogant, we are the CLIENTS and have paid everything fully and on time so far, so I expect my questions to be answered.
We understand that everyone’s order books are overfull and many companies probably don’t even know how to manage everything anymore. But is this kind of behavior really the standard in the construction industry now? How do you deal with people or companies like this?
As a side note: So far, there is nothing to complain about the work itself; even our independent construction supervisor has no objections. However, there are still frequent questions and occasional requests for changes (recessed spotlights, sliding doors, things like that). When it takes 3 to 4 weeks to get a response — mind you, just any kind of response, not even an answer — the frustration grows enormously. We asked for a list of subcontractors; this was promised again two months ago after several reminders, but we still haven’t received it. We have questions about the further schedule, when the house will be ready to move in — we’ve long stopped believing in the contractually guaranteed construction period; the standard excuse is COVID-19. We just want to know what the realistic timeline is. No sign of life for three weeks now. Two phone appointments were scheduled since then but simply passed without cancellation, rescheduling, or any comment. We have no idea when it might be finished, because the entire interior finishing still needs to be done. The fact that we also need to plan ourselves — vacations (for our own work such as painting), terminating the rental contract, and so on — are again things that, from the general contractor’s point of view, are not important. But they are important to us. Without wanting to sound arrogant, we are the CLIENTS and have paid everything fully and on time so far, so I expect my questions to be answered.
We understand that everyone’s order books are overfull and many companies probably don’t even know how to manage everything anymore. But is this kind of behavior really the standard in the construction industry now? How do you deal with people or companies like this?
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Fleckenzwerg7 May 2022 09:43ypg schrieb:
Apparently you can reach someone by phone… He is the only contact person. There is no one else who answers the phone.
ypg schrieb:
Don’t ask “Why don’t we hear anything…” We don’t. We send specific questions by email. They just remain unanswered.
11ant schrieb:
From a business perspective, I don’t think you are entitled to the [craftsmen list] either: It was just one example among many to show that agreements simply are not being honored. He did promise us the list. I know it’s not common practice. If he had a fundamental problem with it, he could have refused to provide the list.
This involves a general contractor operating regionally. He is basically likeable and works exclusively with local companies, and from what we hear everyone else seems satisfied. It’s just that the communication is extremely frustrating.
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Neubau20227 May 2022 09:52Fleckenzwerg schrieb:
So, there is only one contact person. There is no one else who answers the phone.
We don’t call. We send specific questions by email. They just remain unanswered.
This was just one example among many to show that agreements simply are not kept. He promised us the list. I know that’s not standard. If he fundamentally had a problem with it, he could have refused to provide the list.
This is a regionally operating general contractor. Generally likeable, he works exclusively with local companies, and from what I hear, everyone is satisfied. It’s just the communication that is extremely frustrating. Where are you building? I’d say, as long as the construction is proceeding according to plan and executed well, everything is fine. Do you have an independent building supervisor now? Don’t forget that the site manager from the construction company doesn’t work for you, but for the contractor.
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Fleckenzwerg7 May 2022 09:55We are building in the Münsterland region. We have a construction advisor who is not involved with the general contractor. We pay him based on appointments and the consulting services provided.
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Neubau20227 May 2022 09:56Fleckenzwerg schrieb:
We are building in the Münsterland region. We have a building consultant who is not connected to the general contractor. We pay him separately based on appointments and advisory services. And what does he say about it? Does he consider this normal in the construction industry, or has he noticed it as a negative aspect?
Fleckenzwerg schrieb:
So, he is the only contact person. There is no one else who answers the phone. That is your own fault, though. The client is usually on site most often. That way, you inevitably meet the tradespeople. If you’re smart, you occasionally offer them coffee and cookies. This helps start a conversation and gives you the chance to make requests or ask questions related to the trade. At the same time, it saves the general contractor’s nerves. When you do need to call, it carries much more weight than annoying them every three days.
Fleckenzwerg schrieb:
We don’t do that. We write concrete questions by email. They just go unanswered. Better stop that. If every client keeps bombarding the general contractor with endless messages, how much time and willingness do you think they have to keep replying constantly? When you need to talk, gather all your points over a longer period and then clarify them either face-to-face or by phone.
Fleckenzwerg schrieb:
That was just one example out of many, to show that agreements simply aren’t kept. He promised us the list. I know that is not common. If he fundamentally had a problem with it, he could have refused to provide the list. Then let us tell you now: such a list is hard to deliver when tradespeople drop out left and right. Especially now more than ever. The promise might have worked three years ago. Now you see it doesn’t work. Materials, workers, time – everything is tight.
Overall, everything is still okay as long as quality and workmanship are good and things keep moving forward. I wouldn’t insist too much on deadlines as long as the intention to complete is clear. Of course, everything has its limits. As outsiders, we can’t judge that well. So far, it still reads as fairly normal, in my opinion.
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goalkeeper7 May 2022 10:08ypg schrieb:
Don’t worry about it. In my 10 years on this forum, I’ve rarely seen communication described as good or even satisfactory.You’ve probably lost track of our general contractor… ;-)