“Worst build quality I’ve ever seen in my life . Sound insulation is worst you can imagine as I can hear every speech of my neighbours or every closing of their windows or doors . Avoid at all cost”
“Please take the time to read before going ahead with Cala Homes!
When purchasing our home and going through the sales process we were very happy with the service received by the sales team! We were promised amazing service and aftercare from the second we moved in.
Upon moving in we discovered there was a chip in our bath that was not there when we viewed the property. The chip remains unfixed 8months later.
Skipping forward to around 6 weeks later when the items on our snagging list were booked in to be fixed. Around half of these items were corrected in a timely manner with no issues. However, our painter arrived and was unable to complete everything in the one day allocated. The problem then followed as the painter was rebooked in on three occasions where he did not attend! We had rearranged plans and taken leave from work in order to facilitate these arrangements. There was no communication from the site team at all that he wouldn’t be attending. When speaking to the painter on the fourth occasion he informed me that that the assistant site manager had told him other things were more important so he was told not to come.
Upon bird season starting we had some nesting in the beams of our carport as the panelling had not been completed as the plans stated. As a result, our cars and bins were constantly being covered in bird feces and without an outside tap we were unable to clean any of this. We raised this to the site team and was told this would be completed within the week. This was not done. After multiple car washes and plastic gloves used when using the bins this was again raised with the site team. We were told it’s not possible to do anything as we were in bird season (upon researching this we were also in bird season when the issue was initially raised, it was therefore disappointing that we had previously been told they would complete the works when they apparently couldn’t). Bird season then came to an end and we asked when the works would be done, we was told a date and didn’t park there for this to happen and yet again it wasn’t done. Due to the length of time our carport was left incomplete our vehicles have suffered paint damage due to the amount of feces.
Throughout this process there has been no communication from the site team. Every time something was not done when it was supposed to be we would have to chase them for answers. We have also sent emails and had to wait weeks for replies (even after chasers being sent). We raised this with the site team who apologised and said this would change, it didn’t. None of this has been what we were promised by the sales team. The complete decline in service once they receive your money is shocking.
Due to this, we then sent an email to the sales team outlining our issues and asked how to make an official complaint. We received a response and were told to expect a call in the next two days from the customer care team. Over a week passed and we received nothing. My partner then sent a further email which was rather lengthy and expressed our disappointment/dissatisfaction. This was passed to the contracts manager (CM).
The CM called us promptly to discuss the issues and arrange a visit to complete the outstanding issues on our snagging list (6months after we moved in). The outstanding fixes in our snagging list and car port were completed within a couple of weeks of the phone call. However, nearly THREE months after our complaint being made our fece covered bins were still not cleaned after being told they had been twice. (This had also been raised by two other homes that use these bins).
Due to the loss of earnings (painter not showing up), multiple car washes and plastic gloves we requested compensation as a part of our complaint. We were advised monetary compensation is not something CALA offer however they could offer us patio slabs or an outside tap (we live in a flat with no outdoor space). Not to mention that this is a blatant lie. A couple of months prior the sales team contacted us asking if we would be willing to share our searches (in exchange for compensation) with another potential buyer as theirs would not return in time. We agreed. Therefore, it is clear we were lied to as CALA were happy to offer this when it meant they would be getting another sale. However, we told the CM we would be happy with kitchen tiles which they do not want to do as we have sockets? The same as any other kitchen but that’s a problem supposedly!
Our kitchen countertops/units have also been fitted incorrectly and now we have water seeping through causing damage to the units, this has been raised and ignored. YET AGAIN.
Had we have known the issues we would face we would not have bought with CALA. They have caused an unnecessary amount of stress and our home is not what it should be. We are disgusted.”
“nothing to do with the homes....just some of the owners who think it is ok to speed in hayley rd and dont give a toss.
i have lived here 23 yrs and was lovely until cala homes were built.”
“Shocking customer service, the customer service "manager" is less so evident in managing rather than avoiding and saying no to anything and everything when or if they decide to respond.”
“Honestly too much to put down into words on here but the customer service is non existent so if you have an issue of any sort you will be left banging your head against a brick wall (actually that would hurt less than dealing with the shambles that they call customer services) because you’re on your own.
Moved into a new build, pretty much all radiators were / are wonky, ceilings out of level, floors out of level, electrical faults, door bell stopped working, rust / heat marks over external white UPVC window cills, a drive way that doesn’t actually work because it’s too steep so you scrape the bottom of your car on it every time you go to park, faulty plumbing, now a leak from a faulty toilet causing water damage to the downstairs toilet which has spread up the wall and caused damage to the floor, wall, skirting boards and door linings and they are not interested in helping at all so I have been told that I need to sort this out myself with the house being only 18 months old and even their plumber agreeing it was their issue and a fault with the toilet!!!
I would avoid these guys at all costs and I certainly would never buy a house of theirs again.”
“Absolute nightmare to deal with and judging by the reviews here, I'm not alone. Customer service is geniunely the worst I've ever experienced, would not recommend. Delay tactic after delay tactic in order to avoid repair work, new 'points of contact' after every few months to try and put the customer off. Avoid!!!”
“I own a 3-year old Cala property in the North of Scotland. I can honestly say that the standard of their customer service is appallingly bad. They show minimal levels of interest, willingness to show their duty of care and desire to provide a quality service. In summary they do not care about their customers! All they're interested in is maximising their profits by sacrificing the quality of their customer service.
I could list loads of detailed examples of this inadequate service, however I don't think this texting box is big enough to accommodate them all.
I am already looking forward to the paper thin / wishy-washy response I receive to this exceptionally negative review. Will they reach out to me and offer to help, absolutely not don't be stupid. They do not care!!
Avoid!”
“Bought in 2018. Love my flat, however.....
Faulty radiator £150 to replace.
Flood from above (washing machine not fitted correctly) £50 to call out an electrician as water caused loss of power.
Microwave not working, who has ever had a microwave stop working on them?
I flooded downstairs as a result of the washer in my toilet not being properly fitted causing my poor neighbour's kitchen ceiling to come down. £3500 in damage and a £500 excess for me.
Extractor fan in bathroom is faulty. (substandard fan fitted as this should not be failing after 4 years.) However Cala did not fit the inspection hatch large enough, for the engineer to access I know unbelievable isn't it!
I sent an email to cala re this. Five weeks later no response. Sent a further one asking for their complaints resolution process and timescale. No response. Phoned them They have agreed to come on the 30th to rectify. Speaking to my neighbours, it would appear that several had queried this back in 2018 and Cala fixed it. So Cala were aware at the time but did nothing.!
This is not the experience that I expected to have buying a house from a so called "premier" builder.”
“Not good. Been waiting nearly a year for snagging issues to be sorted. Once cala have your money they dont care. 5 star builder?! Dont nake me laugh. Not even a 1 star rating”
“Have lived here for fourteen years. Within the first six months we were out of the house living in a hotel due to serious water ingress. This set the pattern for the following years twelve of which had serious water ingress resulting in total disruption to life. Cala dealt with repairs on a first aid basis until now when they have washed their hands of any further repairs. As I write water is yet again dripping in the bedroom. One star because I can’t give zero.”
“CALA are developing in Liss, Hampshire and have not complied with the planning as agreed. They are also apparently in the process of trying to crowd out a neighbour through placing a temporary office metres from an existing properties front room window. A very unethical and awful builder. Liss has had to deal with COVID and CALA in 2020/2021 but will be living with the effects from both for many years to come.”
“Horrible experience with them, especially dealing with Belinda Taylor, she often sent threatened emails to us, and was not able to lay down the procedures of how things should be brought forward in the transaction but often threaten to proceed with things. We were first time buying a brand new house, obviously we wouldn't know the procedures, but this is what she wrote "Cala homes will regrettably be remarketing this home". In her email it was the first time we were told we need to do survey, and she threatens with the statement of backing out on us . Unbelievably poor manners of Cala Homes staff, I was reluctant to email her, she was recently put to handle our case and started all her nonsense. Appalling service, who couldn't simply converse what is needed to be done. I guess this is how majority of the buyers experienced from them.”
“Worst experience buying a house through Cala would not recommend to anyone. They lie to get you to exchange and lie about fixing snags in fact they even put stuff in writing (which is legally binding) and try to get out of doing what they agreed they would do. I have had to live in a mould infested house, having dehumidifiers in for 6 weeks, furniture all in the middle of the rooms, mould on my mattress which I had to chuck out and Cala think this is acceptable living conditions (Cala did reimburse me for my mattress and electricity bill). Contractors are also very careless with their work and don't put down protection. (which according to Cala customer service it is standard procedure to put protection down where working) One contractor damaged both my personal items and put a scratch in my stone worktop and now I am having to fight with Cala to get them to replace my worktop to exactly how I left it before the contractor entered my house (brand new with no scratches) It is a constant fight with Cala, not what you expect from a 5* builder who claims to be all about customer service. For the Cala reps who are shown to be "trying to help" by getting you to email in is all for show unless you are actually going to carry out what you have already agreed to in writing.”
“Very very poor attitude and standards.
We bought a property at Parklands in Aberdeen (Managing Director Mike Naysmith).
Private road, footpath were left in poor condition. Residents hired a surveyor. Please see below a just few points from the survey (to mention all points I have to write a book) and my comments:
The tarmac roadways are poorly finished. The bitumen joining is incomplete in places.
After the development was completed, kerbs at the DISABLED parking space were already broken and uneven. In my view it called "TRIP HAZARD".
The tarmac poorly finished at the edges, around drains and at joins.
The tactile paving at the end of the paths was so badly installed it is already crumbling.
The path installed between the front door and the bin store and disabled parking spaces is uneven and has slopes in two directions.
It makes the path difficult for people with mobility problems and dangerous in slippery conditions. I don't think CALA cares, that is my view but again I am not a builder.
The path stops before the door entry system which means people in wheelchairs cannot reach the doorbells.
This problem is so serious it would probably FAIL an accessibility test for buildings regulations. That what it says in the report.
The surface does not slope towards the drain enough and it is uneven. So when it rains water does not flow away and lies in puddles on the surface and slabs are already cracked.
Installation of gutters and down-pipes were poorly installed. The elbow joints are UPSIDE DOWN and backwards, and joints in the pipes are only held in place by mastic. A leaf guard on the roof didn't install and the downpipes have clogged with debris. There are any gutters etc for the bike stores and these flood when it rains.
All of these issues have been raised with CALA previously. Customer Service Manager Stuart Moggach was at AGM with Parklands residents in January 2020. He heard about the issues from the residents. CALA Homes in Aberdeen acknowledge the surveyor report but has refused to fix the problems with the development.”
“Very poor after sale customer services. Have been chasing problems for 3 years now and Cala do not respond. Would highly recommend another builder to purchase from.”
“Sales team gave wrong information and kept on blaming their new computer system for all the errors. Customer support non existent thankfully on site manager good but that’s only one person.
Home well built but problems with social housing and noise Cala then say nothing to do with them despite numerous others complaining.”
