Mary in the sales office is awesome! She is so friendly and personable and has been a great support to me throughout this process. A couple mishaps happened. When my meeting with the construction person was to happen a week or so before settlement, my realtor and I arrived on time. We waited at what was to become my new home and nobody showed up. I took time off work for this and could have saved 90 minutes of vacation time. My realtor started calling all over but nobody was answering their phone. I can’t even tell you how many people she called. Finally she got ahold of someone and it turns out someone forgot to schedule it on the calendar. They rushed and found Ty. Ty was very upbeat and walked us through the house, making notes. My realtor put tape on all the things we found. He promised everything would be done before my settlement. That was strike 1. Next was settlement day. I drove up and had 3 feet of grass. Everyone else’s grass was mowed. Really bad. I hear there’s a disconnect between when Brookfield and the HOA exchange grass duties. From my perspective as a buyer, nobody bothered to check before my final walkthrough. Already I’m kind of sad when I go in my new home. Well I go in and Ty is there, very friendly. He then tells me everything on the list is done. I was excited about my pendant lights so I said I wanted to see them. Well…no pendant lights. I asked where they were and he said they weren’t supposed to be in my home. I told him we showed him the option list from Mary at our prior meeting. He said construction didn’t get the order. Again, not my issue. Why was this not followed up on before I settled? So now I’m questioning everything on the list. All the tape is gone of course but we remembered a lot of things. The only 2 things fixed were were the floor in one spot that gave a little and the windows washed. I was so upset and asked why he said everything was done? Obviously nobody checked. So we walked out and didn’t finish cause we were already way late for the notary who was doing our settlement at the sales office. My realtor went in and talked to Mary and I went to do the paperwork. I honestly had to keep myself from crying as I went to the settlement table. I should have been super excited. I can’t get that moment back. Mary must have done something because.stuff started to happen. Grass got mowed. Drywall person did repairs beautifully by the way. To move on, I settled and moved in and weeks later the people come to install the most ugly pendant lights I have seen. I’m embarrassed about them. They are actually dirty. Another mess up. The pendant lights were going to be mailed directly to me. “They’re supposed to be.delivered “tomorrow. I’m tracking them.” Weeks later, nothing. Then someone shows up with lights that were probably in storage for a decade. Ty said he is checking on them to see if they are the right ones. Enough said. I do love my home and am happy I’m here, but I think you should know the experience I had. Would I do this again with Brookfield? Call me crazy, but yes. And that’s because of Mary.
The customer care team comprised of Deanna, Sylvia and Doug provided excellent customer service from the initial introduction to the closing of escrow. Updates throughout the buying process made for a smooth and easy transaction. Mariela provided excellent customer care during the move-in demonstrating how things worked and took care of any adjustments in a timely manner.
Excellent interaction and service from all Brookfield employees that we dealt with.
Our experience with Brookfield was nothing short of amazing. Everyone was so supportive and helpful in every aspect.
We love to hear our new homeowners share feedback and it makes us especially proud when our team is highlighted as nothing short of amazing. Congratulations on your new home!
Excellent Customer Service. From Sales to Service - Professional, prompt. Just had our one month review. Amazing, will take care of everything AND Brookfield found items that we did not catch. By far best experience of six previous new homes that I have purchased.
This is my our third home purchase and will be our last! We love our home so much. We will happily retire in this home and area has everything you need. Because we’ve had experience with purchasing homes in the past we can confidently say the customer service experience has been the best. Dan, Teresa and Tom are the best. Tom’s attention to every detail was so impressive. Teresa and Dan were always so kind and ready to answer any questions. They truly cared about us. So responsive. I am in tears because they made this home buying experience special rather than stressful. They are such good people. I can’t thank them enough. Also Brooke from BRP home mortgage was wonderful to work with. Everybody just made this a happy experience. The home itself is beautiful and you can tell the builders attention to detail in craftsmanship is there. No stone left unturned. Overall we love our new home and all staff that helped us get to finally turn the key. Thank you Brookfield!
Thank you for your feedback and sharing how our team impacted the experience in a positive way along your journey. We value your comments and will share your thoughts with the team. Congratulations.
Overall this has been a positive experience. We had a miscommunication with the Design Center which was a bit of a problem, but things are working out.
We appreciate you sharing where our process could have been improved, thank you for taking the time to share your feedback. We look to review and address accordingly.
Solar has not worked since we moved in and even after multiple tech visit, slow/no response from service requests. On the contrary, sales team continue to be awesome and responsive especially Deanna and Silvia(5-star).
We value your insight into the initial move in experience with the third-party service providers, we will follow up and see that the proper steps are taken to resolve your concerns. Thank you for sharing how great the team has been to be responsive to your needs.
So far, the experience has been good and fair. The customer care team has been outstanding. Sandy has been informative and fair with her approach. When she says things will get done; they are done timely and professionally. Especially since there were a few major issues that were missed in QC. Pierre in sales, made the experience welcoming and enjoyable. There’s a few items in our house he and Riley suggested that we consider, we are thankful they did. A slight suggestion is to have a better process for selections or upgrades as we and the sales rep missed the additional electrical plug outside. Ryan with construction, within the several meetings we had at different stages. Made the process informative. One thing to consider. Now knowing how trail operates. We would have chosen a different provider for our appliances. We suggest that the QC process looks at all the finer details. For example, water connections: we had a toilet connected to hot water and a bathtub that doesn’t get hot water. Our railing that was asked to be repainted prior to move in, the back side wasn’t painted. Little things like this are missed, however if the QC process looked at the house holistically, or outside the box. The presentation of your product would be a bit more elegant. We liked how Riley allowed us to go to the studio prior to our appointment. This allowed us to get the home we wanted and allowed time for our own research. 2 week updates were perfect. Despite some of the minor hiccups. The entire experience has been next to perfect. We would and will recommend Brookfield to others in the future. Our home is perfect for us.
it was a smooth transition and the stuff are easily to deal with.