Why we left Metricon

We started the building process with Metricon in September 2011. We loved the layout of their floorplans and were also very impressed with the sales experience.


Unfortunately, things started going downhill the second our job was handed over to the Customer Support department.


We tried to hang on as we have poured our heart, soul and money into the project for many months, however we finally decided to leave and lose our deposit in March 2012 as they were causing us too much grief.


Here are the main reasons that contributed to our departure:


- Floorplans were still not finalised after 7 months

- Every little change to the floorplans meant increased costs

- Our Customer Support Coordinator was always missing in action

- No one person driving the process and ensuring deadlines are met. Eg. our Coordinator said she has no control once she passes our file to another department for amends i.e. Drafting

- Continuous change of timelines

- Refusal to commit to an onsite date

- House inspections were only allowed at each Payment Milestone and we had to fight to get more frequent inspections 

- They wanted to fine clients $11K if we went onsite (without supervision) over the weekends to check on the progress 

- Amends that were meant to be made always came back with items getting missed out, which further delayed the process

- Response time for queries and costings took an average of 1.5 weeks (although our Coordinator boasted that she could get them immediately when we attended the Contract Signing)

- Wrong floorplans were sent to the tiling supplier twice, which again further delayed the process

- If we requested revisions, they would threaten to pull us out of the queue and we would be behind again

- The Customer Support Manager ignored our emails and phonecalls when we tried to lodge a complaint


We threatened to leave but both the coordinator and manager still did not bother to respond.


When we finally sent our termination letter, the manager called and asked what he can do to change our minds but it was already too late.


We wished we had stumbled upon this website earlier too!
http://www.productreview.com.au/p/metricon.html

Things to consider before you sign the HIA contract

1.  Do NOT sign unless they make all the changes you requested for


Do not believe them when they say that they will make the changes promptly after you sign the contract. 


Here are some of the reasons they will give to convince you to sign:
- we cannot update your floorplans until the contract is signed
- we need you to sign to get the ball rolling
- we will definitely get all variations and revised costs back to you next week


Believe us when we say that the ball will literally stop rolling the second you sign! It was bad before we committed to the contract and it only got worse after we signed! 


We only managed to get changes made on the spot at contract signing but when time was running out at the meeting, our Customer Support Coordinator convinced us to sign first and assured that the changes will all be made within a week. Unfortunately that did not happen.


When questioned about the delay, she admitted that things only happen quickly on contract signing day.


So make them amend everything before you sign!


2.  Demand MORE frequent site inspections


This is the biggest investment most of us will ever make and they will only let us do inspections at every Payment Milestone? That is just ridiculous! 


We managed to negotiate for fortnightly inspections.


3.  Subject your contract to FINANCE OF AN ALLOCATED SUM


You can allocate an amount you are comfortable spending as this will give you an out if the final cost exceeds your budget after signing the contract. In most cases, they are unable to provide final variations and costs at time of contract signing.