I browsed a couple of townhomes in The Groves in Whittier by Brookfield Residential today, and while the model homes were nice, the customer service was appalling. The lady working in the Whittier office is super rude and she will often talk over you. When my husband asked to speak with a sales manager, she kept "gate-keeping" and trying to emphasize that the properties were going fast and in high demand. She also let us know that there were units available for Phase 4 and that we need to get pre-approved as soon as possible. During our whole interaction with her, she was very rude and dismissive. It was uncalled for, especially considering the fact that we were super friendly and didn't give her any trouble in the first place (which means that was probably her typical way of treating potential customers).
Despite the lack of real service, at that time we were still strongly considering buying a home at Whittier Groves because we liked how the homes were built and staged. We went home and called in to confirm that the floor plan was still available. When I called in, the same lady picked up and was yelling on the phone to another customer or someone in the office. At first she didn't realize I was on the other line. After about a long 10-15 seconds, she finally knew I was on the line, but instead of apologizing for yelling into my ear, she asked if I could "hold on, hold on, hold on". I was then put on "hold" for a long time to which I eventually just hung up.
Then, I called a sales rep on one of the business cards to finally (hopefully) get my simple question answered. The sales rep told me that ALL of the homes in Phase 4 were already reserved and that I would have to wait until August to reserve a Phase 5 home. She also said that the prices for each phase also go up a lot ($20K-30K) with each ascending phase number. So, I was told that there were homes available in Phase 4 by someone, and then that there was none available by someone else? And that the home pricing for each future phase goes up substantially despite being the same floor plans and designs? Seriously? This company is a joke.
Looking at other reviews, I can see that my experience with Brookfield Residential is not an anomaly. We will find our home elsewhere and purchase from a more professional, customer oriented company. read more