“Very poor customer care
They refuse to call eg Plumbers to repair a leaks
Once you buy the house they no longer friendly
They rush giving you income house.
All staff trained to prevent you from getting anything repaired even if there a major building or leaking issues . They don’t care if the house flood or collapse”
“When I moved into new build house, the flooring was not good, there is some high and lows, the flooring is not flat, till now they didn't fixed. every time they will book the appointment and then will cancel. And also the electric shower is not all turning on. One of the worst customer service I had ever seen in my life.
Not even one work completed from my snagging list of 258 items.
So please no one buy house from Avant homes, Don't fall for sweet words of sales manager.”
“Not even worth one star, I moved in 2018 house has been so cold both avant and NHBC have ignored the seriousness of the issues where they came out inspected all windows with a credit card and with findings draft coming into the house via windows , this is an area manager of NHBC class as technical . After 5 years of fighting them both With no outcome and no suggestions, I had a thermal image report By accreditation technical manger in this field in my favour , presenting this to them , they both refused to accept . I have sent an email that I will now be taking them to court. And basically laughed in my face via email. They think as they have a retainer and millions they can get away with it and because we are the little people we let these rip off merchants get away with, well I have now threatened them my proposal of legal actions against Avant homes email sent to all directors . I will no bow down to them and feel that they can beat me due the their bank account . This report is binding and will stand in court and will be in my favour. Avant know this but they assume money will drain me and give up. Avant will do every thing in their power to find loopholes for me to,loose. But they have messed with the wrong person, and they know this as I have fought tooth and nail ,on other issues I have won. I have a good legal team who have found legal loopholes to bring them down as over the years it was impossible as client were drained from legal,fees but things have changed I’m looking forward to bringing down Jeff Fairburn and his team of directors”
“The whole process of buying the house from Avant has been terrible, the communication from the Customer Service Team is laughable, they constantly try to get rid of you on the telephone in a very passive aggressive manor. When we first purchased the house they would give us infrequent updates via email which was bad enough, however now that we're living in the property, they try their best not to speak to us as we have a list of snags which need to be sorted, but they try and drag their heels as much as possible in the hope that we'll give up.
The whole process has been highly stressful and makes Avant look extremely poor, safe to say I would never purchase from them again and I strongly advise anyone else to do the same.”
“Waiting for intigrated washer door 10 months in after paying £800 for the privilege, no one answers emails, yhe turn over of staff is ridiculous, feel lied to and let down”
“Awful customer service. I wouldn't have purchased my home had I known beforehand how poor they really were. Sales team were 'okay' - nothing special, but nothing really bad, but the aftersales and customer care team are truely terrible. You're lucky to get a call or reply at all. Been in months now, missed appointments to have snaglist items resolved on multiple occasions. Refusal to arrange workmen outside of work hours so it's more time off from work each time. I've never known a company so disorganised. It's worth noting that compared to some of the stories I've heard I think I've faired fairly well on what has gone wrong with my property, but I still have a much longer list than I expected honestly. I'm from Waterside quarter, lovely estate, great looking homes, terrible customer service, you won't get anything broken fixed, simple as that. Nothing so far as been resolved on my property. Be warned, if you purchase assume zero warranty or support or be left frustrated and disappointed.”
“I would never buy a house with Avant ever again. Worst customer service I have ever experienced. Almost impossible to get hold of, they lie about everything, and they don't care about their customers because "people will always buy houses". Save yourself some stress and dignity and buy a house with someone else”
“I purchased a house from Avant 5 years ago and we are still awaiting repairs to be finished, and getting ignored by customer services. The sales lady was great, promised the world, as they do to sell a house. As soon as we signed the papers problems started, they were nearly a year behind schedule yet upto the week before we moved in they were still saying it would be ready on time, yet you could tell by looking at it, it was still a shell! We’d already sold and living with my mum so we were going to pull out but we were offered a different house instead, we were upset we didn’t have any of the fixtures we’d spent ages picking, but we had a house and with 3 kids, we moved in, the sewer backed into and flooded the downstairs a week after moving in, the finish was awful, plaster lumps, walls lopsided, scratched windows, electrics in the garage tripped, flat roof leaked, mains electric meter was put in the box wrong so it didn’t shut properly, we’re still waiting for this to be fixed, rain leaking into the window frames, which apparently isn’t covered, the grass died because they used no top soil, but apparently our lawnmower was blunt, the list filled 2 a4 pages. It ruined the whole experience of buying a new home, and I wouldn’t buy one again, trying to get anything done is like banging your head against a brick wall, so we ended leaving a lot of the snags and just focused on the big things, here’s hoping they’re fixed within the next 5 years! Save yourself the stress and buy with someone else!”
“Avant Homes Highstonehall ZERO Stars..I moved into my house here July 2022.It’s been a shocking experience right from the start.The handover day getting keys had no magic with the amount of problems we seen. We were promised it all would be fixed.The staff here are not helping,non engaging at all.No one seems to care about any issues on my property.Few snags have been attended to but they have been done to a poor standard which is not acceptable.Its clear the after care service is a joke.Seriously I have spoken to everyone i can to try & get avant to fix the snags but getting no where.It’s very frustrating not worth the stress after paying 300k+ for the house.I had asked to speak to a director several times & to get an apology but i was refused instead 1 week later i had a member of avant staff visit the house & told me i wasn't getting an apology, that's all he was here to say nothing else,His name was bob,he didn't listen to me he aggressively spoke over everything i said i couldn't even finish a sentence.He smiled in my face & kept saying the same thing over & over that i wasn't getting an apology from avant.I had to ask him to leave,later site manager attended & said don't worry everything will be fixed he will make sure of it for us..i was left in tears after he left very upset.My son tried to find out what happened & was told bob no longer works with avant but we dont believe that,hes either no longer working there or simply hes been moved site,i cant confirm this! My son complained heavily from this point onwards on my behalf & he was accused of harassing customer services & that avant would not tolerate this behaviour & we were told that avant would strike us off if this continued?At This point i felt helpless & confused.This was so frustrating as it was avants attempt to clearly fob us off under a false allegation that was made up via my son calling several times to get through to somebody in customer service as our liaison manager was non existent, Lies were created against him throughout the staff & it had turned from us trying to contact avant customer services to avant blaming him for harassing behavior. From this point onwards my son asked avant homes for ALL communication to be recorded via email communication only as this was getting out of hand.He had asked for an updated snag list via email to hopefully get avant to commit in writing what was going on with snags which again was refused.Every email back did not correspond to what he was asking,We knew at this point there was foul play involved.it was coming towards the festive period 2022 & we decided to let things calm down as the stress was high & we would re-try january 2023,So we called avant customer services in january & still we were refused an updated snag list for our property to see what was the plan here for outstanding works to be done.Emails were still not corresponding to what were asking so we tried the avant complaint procedure via the website & after a long stressful phone call to complaints department we discovered that over the festive period our liaison manager had marked down all of the snags as completed on our property & there was no outstanding works to be done.At this point it was just unreal from avant.I had explained on the phone this wasn't true & only a few snags had been attended & fixed poorly & there was a lot left to do,because remember we had made the snag list originally on handover day with a site manager & sales ,so we had a list ourselves but we were trying to get avant to commit to there own list to see what was happening on there side with projected dates of repair as nothing was being done.But i was told if i wasn't happy to pursue via complaints again.Cornered.Just to add i had emailed directly to head of customer services november 2022 before the calm down festive period asking for help & this email was never answered AT ALL. So after all this i emailed avant complaints again restarting my complaint from the beginning hoping to reach a member of staff within the department willing to help.i got an email back outside the stated reply time basically saying the same stuff. so i will try but i cant see it happening by what i have read of other reviews,also the email stated again avant have a zero policy toward abusive behaviour & this wouldn't be tolerated therefore avant will not accept abusive calls or meetings & that a phone call by myself was overheard by staff previously etc.i had stated this was wasn't the case in earlier email. Our driveway was cleaned by avant snags & the acid they used changed the colour of the driveway from charcoal to red.they wont accept liability for this brand new driveway.The street is Bad a neighbour has printed a house size banner on his home saying ''DO NOT BUY! WE R IGNORED BY AVANT CUSTOMER SERVICES!''' The Whole Street Is A Mess Below Standard.Rushed”
“AVANT HOMES SCOTLAND - Highstonehall Hamilton Site...
10 YEAR NHBC IS WORTHLESS & POOR STANDARD...
AVANTS 2 YEAR WARRANTY IS HOPELESS...IN FACT ITS NON EXISTENT
We Bought A 315k Narsbrook House, On Handover/ Move In Day The Magic Of Moving Into a New Home Was Filled With Stress By Avant ,The Magic Was Gone.The Place Was A Mess.How This Property Passed Inspection We Do Not Know!,The Property Was Well Below Standard & No One Cared. Linda McConnelL....
On Arrival The Front Grass Was Brown Dead Inc Rear Grass Completely Dead.The Light Feature Was Lying On Its Side Broken Smashed,The Rear Garden Was Littered With Juice Bottles,Food Packaging All Over Left From Workman,The Slabs At Rear Was A Rocky Road Mess All Sunk.Zero Drainage Under Grass. RoughCast Stones Pepperd Through Everything.The Decking Had A Fall Greater Than 500mm On One SIde,No Step Or Handrail Provided.Expansion Joints Not Finished Right Down,Gutter Downpipes Not Straight Inc Unnecessary Drill Holes Where Brackets Were.Fence Had Nails All Along Top From Builders String Lines Not Removed.The Mastics At Bi fold Doors & French Doors Was Completely Leaving Gaps Anyone Could See This.The Mastic Wasn't Set Or Bonded To The Brick Work It Could Wiped Away.The Small Fence They Erected To Separate The Garden Had NO Postcrete In Any Of The Posts They Were Spiked Posts & Hammered In Ground Less Than A Foot Resulting In The Fence Falling Over Withing First Month.To Add The Fence Only Had 1 Nail Pinned Each End Of The Slats So It Was All Twisted.
Slabbing At Front Of Property Unfinished.
So Lets Move Inside...Garage Door Twisted Doesnt Close Has To Be Footed In Corner By About 4 inch To Get It To Close.(Dented As Well). Front Door Jammed Rubbing Off Frame,The Lock Not Aligned With The Keeper Correctly Meaning We Had Use Alot Of Force To Actually Lock It,Same with Unlocking We Have To Lean Against Door To Unlock. Rear Doors To Kitchen Jammed Completely Only Just Got This Working This Week 6 Months After Move In.All Exteriors Doors In the House Have Had To Be Plastic Surgeoned Due To Scratches & Gouges To Plastic.50% Of All Double Glazing Windows Throughout House Has Scratches On Them.The List Goes On.....Our Featured Staircase Bannister That Avant Sell Off As A Feature Was Completely Unfinished And Was Rough To The Touch,Site Manager Agreed After A Long Debate It Would Be Rectified,But Lets Be Clear Here Avant Were Not Willing To Fix This Without A Fight! Moving On The Exclusive White Emulsion Paint That Avant Claim They Use Is Simply Crown White Emulsion.All Of Our Walls Around Sockets And Door Frames Has filthy Hand Prints Galore.The Ceiling Pendants Had Screwholes Around Them Meaning The Person Who Installed Them Never Got Them In Correct Position First Time & Then Never Filled/Sanded Or Painted The Excess Holes. We Were Told These Would Be Fixed In A Snag List Later On.. Remember This Is a list From Move In Day As I Mentioned Above How Did This All Pass & Be Signed Off
To Finish Off Downstairs Our Open Plan Concrete Floor Has A Run Off Slope Of 8mm Over A Span Of 2 Meters Which Is Well Noticable And Could Feel It As Well.AVANT HOMES WOULD NOT FIX THIS,I Had To Pay Our Tile Fitter To Heavily Screed The Floor Before Tiling Purely To Hide The Slope Avant Left.Also To Add Here Alot Raised Lumps In The Floor Had To Be Chiseled Flat Then Filled Before Tiling.
So Upstairs No Hot Water In The First Week Of Moving In Here..A Handful Of Tiles Had To Be Removed & Replaced Because They Were Sticking Out Proud By About 5mm.The Glass Shower Panel Trims Were Not Cut To Length Either.The Toilet Cistern Was Scratched,Bath Panel Was Flapping At One Side Had To Be Refixed...Yawn.....Several Chips Out Of The Pre Finished Interior Doors,Every Door Hinge In The House Was Gloss Painted Over,
Only 2 Doors Working The Rest Snapped Off.Back Downstairs Our Boiler Cover Is Still Missing Exposing A Low 5v Wire,We Were Told Here That Our Cover Had Been Pinched To Finish Off Another Property But We Would A Replacement By End Of The Week,Well Jim Smith Brushed That Under The Carpet Because Still No Boiler Cover After 6 Months...
So After Another Long Debate Dawn McGowan Our So Called Customer Care Manager Supplied A Cleaning Team To Clean Our Property,They Arrived Sprayed The Whole Property In Brick Acid Incuding The Black Monoblock Driveway.It Was Then Washed Off Which Striped Our Driveway Completely,The Black Charcoal Monoblocks Are Now Patchy Red,We Contacted Dawn McGowan Asking Her To Attend Site But She Refused To Come Out & Promised Us On The Phone It Would Fixed But Needed A Head Office Decision. Months Later I Called Dawn Regarding This Driveway.NO ONE AT AVANT HAVE ANY ACKNOWLEDGMENT TO THE DAMAGED DRIVEWAY ON OUR FILE MONTHS LATER,AVANT NOT TAKING RESPONSIBILITY NOT ADMITTING TO DAMAGE OR THE CLEANING TEAM.”
“Disgusting customer service in Scotland. Been in 12 months and still nothing done. They come round, promise works and don’t deliver. It’s all lip service to keep you happy (at the time). Want to bodge their own failings rather than replace them for new. Only answer emails they want to. Ignore anything that might cost them money to fix. STAY WELL CLEAR OF THESE COWBOYS!”
“Still waiting nearly 5 years on for our mains electric box to be fixed, customer services just ignore complaints, and the head of customer services won’t even acknowledge customers, increasingly frustrating and no further along from the day it was reported. About 6 different people have come and looked and said they will sort, but nothing gets done!! Avoid at all costs!! They don’t care as soon as they have your money!!!”
“Incredibly poor service from start to finish. Sales team were slow responding to any enquiries we had, consistently gave wrong information and failed to inform of us "spec changes", which meant that our home was missing a lot of things we were shown in the show houses and had been part of the reason we chose to buy the home. When we disputed these being removed without us knowing, we we're basically told that nothing could be done as these were no longer offered. Floor plan changed to essentially remove an entire room without us being aware, again down to "spec changes".
Many options "sold out" only to find people around us were still able to have them. Kitchen fitted in entirely the wrong colour. House was dirty, grout stained before even moving in (still not fixed almost 11 months after).
The aftercare/snagging teams are as bad as the sales teams, takes weeks to even get a response about the simplest of things.
Endless list of snags which take forever to be rectified, our snag list was lost by Avant twice. Promises made by them are forgotten about as soon as they receive your money.
By far the worst company we've ever dealt with, avoid at all costs, endless problems and stress.”
“Too many problems to mention. The staff are more interested in chatting up your female partner! Disgraceful behaviour trying to exchange phone numbers!”
“Appauling..
I contacted them in 2020 about a door fault. There were between 3 and 5 visits to recifiy the issue. The same fault still rermains. They are refusing to fix the issue as 2 years has passed since the property was sold even though ist still the same issue. Unhelpful, shonky cowboys. Don't buy from them. I have escalated to NHBC. From a neighbour
"Hi Alistair
I agree that NHBC is the way forward and I hope you get it sorted out. They were very helpful when we made a claim.
Avant have never been interested in customer care and finding solutions and it has been worse since Jeff Fairburn of Persimmon bought them out. He has reduced the spec and choices available greatly in their new developments and every penny is a prisoner.
The more claims against Avant which have to be settled by NHBC the better really as Avant will find it more difficult to be accepted under the scheme in future."
here here”
“We viewed the lorton show home at klyppr village clipstone and it looked lovely so we decided to purchase one and that's where the the whole experience went wrong ! The house we moved into was absolutely rubbish terrible build quality and I eventually stopped at 72 snags we have had the kitchen company out around 5 times the window company at least 4 times as well as the flooring company we have been in over a year now and still we are waiting on things being rectified , we have had two lots of turf laid and it was that bad I have had to pay a professional company to sort it out at the cost of £3500 !!!! The kitchen will not last another 12 months ( falling to bits ) and my living room floor had a massive dip in it how the hell can this pass inspection before being handed over absolutely terrible company very very poor quality houses”
“Melton View site left unfinished Avant don’t care been here 18 months last house sold 16 months ago roads not finished old compound still a mess park not finished rubbish and building materials left all over road lights not working just a complete mess and no communication from Avant also we were all signed up to Greenbelt a company who have a terrible reputation on Trustpilot for exorbitant fees Do Not Buy”
“Avant homes were nothing but supportive and help full through the house buying process as first time buyers . The quality of the house and finish surpassed all our expectations & so far the after care team have been very helpful .
Would definitely recommend avant homes .”
