Flooring issues resolved

I had a lovely long discussion with the Acting General Manager yesterday afternoon, which was an excellent demonstration by senior Allworth mangement to identify customer service problems and focus on moving forward rather than apportioning blame.

It gave me an opportunity to raise a nubmer of issues particularly relating to communication and some poor incidents where the team could have made an effort to be more approachable and resolve matters early. The Acting GM did clearly indicate that he was concerned about word-of-mouth damaging their reputation, for which no one can blame him, and so I greatly appreciate him giving me the time to simply put it to someone who can do something about it, but even if he doesn't I at least felt someone has had the decency to listen to what I have said.

In summary:

• the work by the company is covered by the builders insurance for seven years, if work is completed by the owner before handover this can void the warranty or lead to a dispute about liability, and it is a risk they are not willing to take.
• to change the contract now would involve a variation to contract, which may impact on eligibility for FHOG, and be pointless as it would push out completion needlessly.
• the contractors can not be controlled or policed but they can be asked to refrain from smoking inside and collecting their butts before leaving.
• a schedule is avaliable but not set in stone and the SS should be able to say what is coming up in the near future.
• the company does not have a policy about regular contact between the SS and the client, but SS should be available or return calls and the CM should be prepared to take a message and communicate it to the SS if the client cannot get onto the SS.
• any leftover bricks or damaged bricks do not belong to the client, but the client can negotiate to collect those bricks and put them out of the way as this will also save the company some money on tip fees.
• the build is tracked on a computer system and events are checked off as they are completed, but if an event is not checked off in time a trigger may be activated and generate a notice that does not apply.
• the site should be left clean of rubbish and recently run over by a bobcat - it will not be as perfect as landscaping but should reasonably level out any variation around the site.

He also managed to negotiate a further discount on the floor tiles and carpet with Lockwood, so I appreciate the assistance all round (quote frankly if they've covered part of the bill it wouldn't surprise me but at least either way he has tried to make ammends).

As painting is scheduled to start today a drive out tonight will soothe my frayed nerves, and because the screen doors and blinds guy from Wynstan has a cancellation today he is going to go and see if he can measure up.

See I wasn't being unreasonable at all.

Back on track

Despite a few obstacles we are back on track. Almost 2 weeks ago now my MB advised that CBA had withdrawn the loan for building the house, which left us with a block of land, lands on foot, a contract requiring us to have moved in by late September and NO MONEY.
So after feeling like the earth had fallen out from beneath me I collected all the paperwork and shot of an email to the MB with what I thought were good reasons to suggest that CBA were being unconscionable. Once I calmed down I realised that my over-reaction may ultimately lead me to cutting my nose of to spite my face and sent another one simply asking for the reasons and retracting my demand that an appeal be lodged immediately.
Well the good news is that one week later the MB emailed to say he had spoken with CBA and it was all worked out, so the loan was back on track and a new application was no longer necessary. But the CBA continues to have some concerns about the delay in commencement and want what documents are available now to be lodged as a sign of good faith from Allworth.

I called Allworth and spoke to our CSO and asked if she would be able to comply with this. She explained that typically the stamped plans, copies of insurances, construction certificate and fixed price contract are not provided to the mortgagor until the contract was signed and all documents provided as one lot. I suggested that because this was a bit to a back to front effort in any event that maybe something could be worked out to satisfy CBA. She is going to look into it.
Whilst I was on the phone I asked where everything was up to as the geo-tech report was provided 2 weeks ago and previously she had told me the engineer's report took 2 weeks, and the construction certificate then takes 1 week. She advised that the engineer's report has not yet been received but she would follow this up.
Since I had this conversation yesterday and I didnt hear back from her today, I will call tomorrow to get an update. But fingers crossed we will be in next Saturday week to sign off which will start the 20 day countdown and hopefully have a start date no later than the week of 7 June 2010.