Customer ReviewsforEQ 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.

eQHomes ******** is unwilling to breakdown their pricing of an extremely over-priced ********** (>$10K) custom staircase upgrade, hiding under the guise of Real Property law that they cannot disclose confidential supplier information. I am NOT asking for their suppliers information. I am asking them to breakdown the eQ pricing they provided to me to detail the eQ pricing of all staircase materials (same flooring materials as in the rest of the house) and separate labour cost details (estimated hours).It is very clear they do not want to breakdown this pricing because the over-pricing will become blatantly obvious, especially when compared to the other custom floor pricing for the rest of the house that they did breakdown at cost per square foot.In the *************************** Act under Retail law, a detailed breakdown MUST be provided to clients so all charges are clearly understood, especially ********** items.It is a very sad state of affairs that home buyers do not have this same, even more-so needed protection on the Real Property side, for the most important and biggest purchase of our lives, enabling greedy Builders to ***** vulnerable home buyers who have already committed to buying a home in this very uncertain real estate market and very difficult economic times.Not only did eQHomes take their time in providing the custom pricing, missing their own imposed deadline several times, once they provided all the pricing, they initially only gave an unreasonable 1 DAY notice to sign for all the upgrades, still without a breakdown for the custom stairs, whereby they threatened to only install Standard offerings in the home if still unsigned by deadline. After insisting for more time and suggesting other reasonable options, they were only willing to extend the deadline by 1 week, still without a staircase breakdown.Shame on eQ Homes for their corporate greed and their unwillingness to resolve this blatant over-pricing matter in good faith.

Dear ******************,As you know, we are aware of your complaint and have been in communication with you over several months to resolve it, including a case you opened with the ************************************** (****). As noted in the **** documents, we know you were advised by a member of our Sales Team that your staircase could be upgraded for a cost from standard carpet. At the Design stage, our Design Team explained that the stairs could not be upgraded from carpet. In recognition of the oversight at the time of purchase, we agreed to give you the option to upgrade your staircase to vinyl at a cost. You were provided with an approximate cost, which you disputed. You requested a breakdown of the cost and were adamant that the cost be comparable to a personal home renovation experience of yours, which it was not. As the **** has communicated to you in October of 2023, they are satisfied that we acted fairly and are taking no further action. Their letter reads, After reviewing your correspondence, the **** is satisfied with your position related to the complaint. As mentioned, as a vendor, you are not legally obligated to provide a comprehensive breakdown of costs to you clients. This was communicated to your client, Ms. ************************** in a professional manner. Furthermore, your client willingly agreed to and signed off on the pricing for the vinyl staircase. At eQ Homes, we pride ourselves on providing an exceptional customer service experience, and we believe we have gone above and beyond to satisfy your many questions and concerns on various aspects of this home. Our hope is that we can mutually cooperate moving forward and that you feel assured that we have reasonably responded to address your concerns. We hope that you will continue to communicate with our team to complete your home on schedule. Thank you eQ Homes

The person who assessed my complaint that eQ Homes refers to in their response, issued her decision and closed my complaint without speaking with me beforehand I spoke directly with her afterwards and although she sympathized and agreed with me and my ask on a personal level, she explained there were no further actions her organization could take, due to lack of protections for home buyers under Real Property law, which is very one-sided in protecting builders, who are becoming even more wealthy by over-charging hard working home buyers for custom upgrades without any recourse so Home Buyers Beware!!I also disagree with eQ Homes regarding their over-priced staircase which is actually very comparable and a lot less complex than the significantly less expensive and much more complex (curved/open-ended vs closed) staircase that was recently completed in my current home by a very reputable and long-standing ****** flooring company, who was very responsible in breaking down all pricing, ensuring clear understanding that is required in Retail law. I would have hired this flooring company again in a heartbeat for my new eQ home, especially knowing what i now know in hindsight, but wanted to avoid having to live through the very messy construction **************** again for health reasons.So Im still very disappointed and very dissatisfied with how poorly eQ Homes handled this matter, especially when they actually believe they provide an exceptional customer service experience. This ******************** Review tells the story and confirms eQ Homes truly has no clue or understanding of the meaning of exceptional customer service!

The number of issues I have had in such a little time frame is ridiculous.Lets talk about how the exact same home under a different model name was released a year after mine at $117K less than I paid. And after the differences in specs, only about 50K is accounted for and THAT is being generous. So when asking where the remaining 67K difference is, the response I got from the Senior VP was I am not obligated to explain our pricing to you, and I wont. We have permitted a few clients to try and arrange an assignment. If you really dont want the house, you are welcome to reach out through your lawyer and request one. This just tells me that he knows theyre ripping me off and is too much of a coward to say it. And then to expect me to pay another 5K with the hopes of reassigning the house in 4 weeks which is just so unrealistic was an added slap in the face.Then once taking possession of the house, DAY ONE there was a gas leak, a nest of bees that formed under the drywall in the garage because the walls were not sealed, and the ventilation not properly connected, I was told to take care of the bees nest myself and then they would reimburse me. The inconvenience continues.. I paid almost 2K more to upgrade to glass cabinetry which I had to bring to their attention. There was a delay they tell me, is 18 months not sufficient time to order the ****************? They werent ordered until I brought it to light and 9 weeks later, I am still waiting. They took my money for something they did not deliver on, and I am over it. I have asked for a refund for the cabinetry and no response. The list goes on, no water pressure at all in the ensuite shower and during a heatwave, my AC is not working properly. No airflow to one side of the house and its a week before they will come to look at the HVAC.This has been one of the worst experiences and has deterred me from ever wanting to be a homeowner and feel nothing but regret for buying from EQ Homes.

Dear Homeowner, I am writing to acknowledge and respond to your Better Business Bureau review. We appreciate that you are frustrated with your experience and want to address each of your concerns below. We apologize for the warranty issues that you have experienced and we take our responsibility to address these matters seriously. With respect to your comments about pricing, we offer the following feedback. Through your employer, you requested a price reduction on your new Levi ********* The premise of this request was that the Levi ***** that you purchased in February, 2022 was the same as the new Emma ***** townhome that became available in June, 2023. Our Senior VP **** sent you a detailed summary of the differences between the specs and the exterior finishing elements of the two *****s and explained why we stand by our pricing. We maintain that we do not discount pricing for sold homes and we do not share costs with clients. We do understand that there are situations where a homebuyer is unable or unwilling to fulfill the purchase contract, and in those cases we can offer you an assignment to transfer ownership of the home to another buyer. We do charge a $5,000 fee to help mitigate our losses in these situations, which include legal fees, internal costs, staff time, etc. We feel this is a reasonable fee. Ideally we would like to ensure that youre happy with your home and your decision to buy from us, however if a homeowner is adamant that they do not want to continue with this purchase we are ready and willing to support them in facilitating an assignment/transfer. Our goal is always to address any warrantable items in your home as quickly as possible, and our ************* team is dedicated to ensuring that any outstanding issues are taken care of. Please allow me to address each of the issues you mentioned:Gas Meter You reported an issue with your gas meter to our Warranty Advisor on August 2nd and our Site Supervisor quickly reviewed it and found no gas leak or problem. On August 3rd at 8:12am we confirmed with you that the smell you detected was caused by the meter purging to relieve pressure build-up in the line. This is normal and the meter is functioning properly. Our Site Supervisor offered to meet with you to address any concerns you may have and we didnt receive a response from you. As far as we are aware this issue has been resolved.Bees Nest Let me begin for apologizing for this oversight as this is not the standard to which we aspire to when we hand over the keys to a new home. As soon as you reported the nest to our Warranty Advisor we sent a Service Technician to investigate. It was beyond his ability to address so we advised you to contact a pest control company, which we were happy to pay for. You received a full refund for the pest control service as our apology for the inconvenience. Again, we do apologize that the nest went unnoticed. To our knowledge this issue has been resolved. Low Water Pressure We were notified about this issue on your 30-day Tarion warranty submittal and are scheduling a plumber to come to your home to investigate. While our goal is always to address any warrantable issues as quickly as possible, low water pressure is not deemed an emergency and it will be addressed as part of your warranty process. Our ************* team will be in touch with you to schedule the plumber.Air ****************** Flow We received a request from you on September 1st and scheduled an appointment with an HVAC company to come to your home on September 7th. During their visit they verified that the A/C was working correctly and they balanced the damper to address the area of concern (a bedroom on the front of the home). As far as we are aware this issue has been addressed and resolved. Delay on Glass Cabinets We do apologize for the extended delay on your cabinets. Unfortunately, the delivery timing is out of our control as cabinetry is ordered through our supplier Kitchen Craft. Our ************* Admin was in touch with you yesterday to confirm they have assured us that the cabinets are expected by the end of next week, and we will ensure that they are installed as soon as possible once they arrive. In the meantime, as an acknowledgement and apology for the delay our Site Super purchased a $100 gift card for you. Our ************* Team has been in communication with you and are ready and willing to help resolve any outstanding issues. Our Warranty Advisor is currently working on your 30-day assessment and you will receive a copy in the next few days with booking requests to address any warranty items. If you still believe that eQ Homes has acted unfairly in these matters, our intention is to work cooperatively and constructively with you to resolve your concerns. Thank you, ************* Team **********************