Business ProfileforEQ Homes

Like every service and company, there will always be happy and unhappy customers. Unfortunately, our experience with EQ Homes was less than ideal. Initially, the company was very accommodating, but this changed after we closed on the home.Our main issues revolved around repairs, and the biggest concern was the attitude of the customer service manager and site manager. It was evident that they treated certain homeowners better than others. Being relatively younger homeowners, we felt they were more considerate and kinder to older homeowners.As someone who works in customer service myself, I was surprised and disappointed by how the manager handled our concerns. I reached out to customer service multiple times asking for our link to post an Avid Review, where homeowners can provide honest feedback about the company. Each time, I was told it would come eventually, but it never did. When I contacted **** directly, they mentioned that the review links are sent directly by the builder. An EQ Homes employee implied that the builder could deactivate a client's review link if they anticipated a negative review. This motivated me to share my feedback here.The quality of the home itself was acceptable. However, I had heard from realtors and other homeowners that the quality had declined since COVID, and this aligned with our experience. Overall, we were disappointed with our experience and ended up selling our home. While I know many people who loved their homes and had great experiences, our primary issue was the customer service.I would recommend that prospective buyers do their research. With EQ Homes, if you are connected with the right people, your experience could be excellent. However, like all companies, they have some great staff and some not-so-great staff. Unfortunately, we interacted with some of the latter.

Thank you for taking the time to leave your feedback. We are disheartened to hear that you were disappointed with your experience as an eQ homeowner and endeavor to take constructive feedback as an opportunity to do better as a team. We pride ourselves on the professionalism and expertise of our staff, and would like to clarify a few details from your review to assure that you that no ill will was intended on the part of eQ Homes. Age discrimination, or discrimination based on a person’s race, ethnicity, gender, sexual orientation, etc. is completely unacceptable and counter to our company values of respect and inclusion. AVID review links are sent from AVID, not by eQ Staff, which was confirmed to you by our eQuinelle Customer Care Administrator. As you had sold and moved away from your home you were removed from the AVID distribution list. This was before the 18-month mark when you would have received your next invitation from AVID to leave a review. This is standard procedure and was not intended as a means to avoid a negative review. While we are disappointed to lose you as a homeowner, we hope this response helps to clarify our position and reassure that our intentions are to provide the best experience possible for all of our valued homeowners.

Thank you for your reply. However, it appears to be quite templated, and has some conflicting information.- Avid informed me directly that it is the builder who sets up the automations, not them.- Your customer care team indicated that the link is provided at the one-year ***** and even prior links before then, not at 18 months.- Additionally, an employee from EQ mentioned that the automations can be turned off and ours probably was. These inconsistencies are confusing and concerning. I trust that this is not reflective of how your organization values all clients, but rather a potential misunderstanding or isolated incident. Unfortunately, I did encounter some rudeness from your customer care staff, which I hope can be addressed to ensure a better experience for all clients.Furthermore, I am not sure how sorry you are to lose us as homeowners because when we were homeowners, we werent treated well. Again, I am hopeful it was just a few bad apples on your staff, and not indicative of your overall customer service standards.