Phoenix Homes

I bought a bungalow from this builder in Fernbank Crossing Stittsville in 2017 and occupied it since June 2018. There were a number of issues to be addressed, and I suppose this is normal with all new houses. What I liked most about this builder is that they have a dedicated after sales service department with its own staff, technicians and dedicated resources, under the overall direction of Rahul Kochar, vice president of the company. This Department is headed by Kelly McHale. All the problems that I raised were dealt with and resolved such that at the end of the one year warranty period I had no more issues to resolve without having to resort to Tarion. I commend in particular Whitney Amirault working with Kelly whose responsiveness and follow up was instrumental in dealing with all the issues. Also the dedicated technicians of the after sales department were very responsive and helpful in particular Dhani and Paul. So on the whole I am satisfied with this purchase. My two sons now have bought two other properties from Phoenix in the same area. However for anybody buying a new house it is recommended that they inspect carefully and keep their eyes open for any deficiencies.

The home designs and layouts for Phoenix homes is beautiful. The design centre has lots of options to choose from and Trish is an absolute delight to work with. This is where my positive review ends. Once you buy the home, you will notice that the customer service and support for home repairs is beyond subpar. The issues noted in the PDI will not be fixed in a timely manner. Repair coordinations are unreliable and it’s clear that the company does not value the time you take off work to wait for them. The customer service is atrocious, it is clear that even from the management level, that customer experience is not something that they care about. The painters they have chosen to subcontract to is unreliable and does a really terrible job. There is not much point in escalating to the management level, as it’s clear that this company does not care beyond the sale of the home. Should you be looking at a new home from them, be careful and take heed of the negative comments. My biggest advice would be to hire your own painters. It might be faster to DIY projects than to wait for them to fix things. Expect communication with management to go south. Overall this has been a very negative experience, which is a pity as this is such an important purchase of our lives. Advice to management: learn to deal with frustrated customers with a little more tack, a little more patience and focus more on solutions rather than pushing the blame on everyone else and the industry itself. Be different, be the company that your clients can trust. I understand that some delays are beyond your control, but how you treat your customers is fully within your control and as a business you should care about how your customers are treated.

This company has zero integrity in how they conduct business and in their workmanship. I am absolutely disgusted with this builder and feel awful that I decided to buy my first home with them. I have had several issues with them including workers smoking and taking their lunch breaks INSIDE my garage AFTER I had taken possession of the house, I just hadn't moved in yet, but I came by one night and saw that my garage door had been left open with the lights on. I emailed our customer service representative who had to be nudged before even responding, and when he did respond it was nothing more than just a generic apology. We found several workmanship problems around the house including one involving the railings on my staircase in which I was told by one of their field supervisors, Jon Weaver, that unfortunately our town homes are one of their lower end models and therefore, basically is built with lower standards. That was extremely upsetting to hear, yes, we didn't have the money to afford one of their higher end models but this was our first home, not our last. How dare him! Everyone that I have dealt with there have been extremely terrible at following up with our concerns. Now, the roof on our two year old house is leaking and the number provided on their emergency contact list goes to a voicemail. Just perfect. I would give this builder ZERO stars if I could.

Poor management and communication. Kitchen cabinets done wrong based on what was ordered, wrong doors for house installed, bathroom accessories styles mixed up in wrong bathrooms, and backsplit siding never installed a year after occupancy. Pheonix doesn't seem to communicate designs properly to contractors. Expect the DUMBEST mistakes that you have to deal with Tarion about for months, but during COVID don't expect much help from Tarion either as they're focused on providing the builders assistance and extensions.

An incredibly unprofessional and morally corrupt company. If you want to contribute to the ever increasingly severe housing crisis, this is the company to get into bed with. They build expensive units a dime a dozen with some of the worst quality I’ve seen, cutting corners every chance. Then they won’t sell it to people who will actually live in them, only investors. Money hungry pigs and anyone who deals with them are no better.

Lots of floor plan options and the ability to customize. Trish at the design centre was also really helpful throughout the process!

Urgent question. Please help. We found Phoenix is lying to us on many occasions. We'd need to seek opinions on what we should do. 1. We have signed an amendment for changing house choice. On the signed paper, it clearly spells out "2. Administration fee of $1000 for Change of Dwelling/Model type to be provided to DCR/Phoenix Development Corporation Limited $0.00". However, after almost a month from the signing, we were asked to pay this $1000, and payable to a person who I cannot find any title/info. We'd like to ask what we should do? If we involving our lawyer to this dispute, what are the chances we are going to win? What else we can do? 2. We are asking for a garage extension of 6' wide. However we were told that's not doable because the house would run into the service lines that is already in the ground. However, we have asked this same/similar extension with our previous choice of model. Comparing the house sitting plans for the two, we can see the previous house sits far into the so called services lines than our current choice. This is literally lying in our face. When we raised this question back to Phoenix, there hasn't been any response for about 3 weeks now. If emailing other staffs, they will just push us back to the first person. What can we do? Who can we contact? 3. There are many other lies we have been told and caught. We'd like ask what can we do to protect us. If we involve our lawyer, what can he do? Thank you for any suggestions Best Regards

I will definitely not purchase from them again. When we buy a new home to upgrade in 2 years. It will not be from Phoenix Homes (now we have capital and equity, we no longer need to stick with Phoenix homes... Lol). Horrible experience.