I am currently building a home through New Traditions and would like to express some concerns that I have, as objectively as possible, so that other customers are aware of problems they might face if they choose this builder. First & foremost, my overall experience with NTH has been a good one. I have enjoyed the process so far and do believe that at the end of it I will be moving into a quality home that I am proud of. Unfortunately I am discovering how frustrating the process can become when issues arise. I also believe that the issues I am having are easy to resolve, however, NTH is unwilling to listen to my concerns and has a tendency to ignore customers in distress. I am extremely disappointed to have to write this but do hope that I can offer some feedback to the NTH management that will help them satisfy future customers more completely.
Briefly, the issue that I am having is that I would like to change a kitchen window to a sliding glass door. After going over the blueprints of my house, I realized that this would be a smart and efficient decision based on the way the house sits on the lot and was mad at myself for not having thought of the idea sooner. I had already had my pre-construction meeting, however construction on the house had barely started so I brought my idea to NTH with the hope that they could accommodate me. They told me no.
I want to really focus my statement on the way in which NTH has handled my request in the past week. I am aware that I requested to have this change made after the pre-construction meeting and have repeatedly admitted that I know this is inconvenient. But I was encouraged to approach NTH based on their own mission statements:
"From the very beginning, we have been dedicated to personalized service and customer satisfaction. We recognize the flexibility needed to meet the ever-changing needs of our homebuyers..."
I was positive that they would try to accommodate my request, after all, framing had not even started on my house. Ground had barely been broken on my lot. At first, I understood NTH's initial response of "no." It was the reason behind the no that upset me. I was told that at this stage in the process they simply could not make a change like that. I pressed for clarification. I continued to ask "why not?" After all, it was only changing a window to a slider door. It seemed easy to me, a simple change order. NTH offered only excuses: too much time, too much money, would need new permits (after investigation I discovered that the City of Pasco would not require any new permits for the change I was requesting), and finally, they just simply said they could not do this for me, even though I repeatedly told them I was not concerned with a delay in construction or extra costs.
It is with disappointment that I write that through this experience I have formulated an opinion about NTH that is in direct contrast with their mission statement:
"...providing a positive homebuilding experience, EXCEEDING CUSTOMER EXPECTATIONS and contributing to our community."
NTH did not strive to accommodate my request and could not offer any valid reason as to why they could not. Neither time or money were an issue for me but I believe now that it very well could be for NTH. I offered solutions but NTH continued to come up with problems. Not only that, when I eagerly sought to express my frustrations to management, I was avoided.
"What makes New Tradition Homes unique is that we truly allow you to customize your floor plan and selections, and we're here to help you EVERY STEP OF THE WAY... you will be able to move into a space you love that is exactly how YOU want it!"
Let me remind NTH of their vision for building homes and helping people's dreams come true. Let me express to them my sincere desire to give them my highest recommendation when this process is over. Let me ask them, once again, to resolve this issue in a way that leaves me satisfied as a customer and happy with my forever home. read more