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Review 6/24/2009
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My wife and I purchased a home in Trilogy Nipomo just over a year ago. The sales process was very high pressured and what we felt was a bait & switch situation. We were literally 1/3 of the way through signing papers to purchase our home when we were informed for the first time that we had to go through Shea Mortgage in order to get the reduced rate, that our $10K deposit would not be refunded if we didn't continue the sales process. We ended up walking out of the signing and getting a comparitive mortgage broker to provide what was the most competitive rate at that time. As it turned out, Shea Mortgage was about 1/4 of a point higher. We opted to go through Shea Mortgage, but at the time of signing we found that Shea's rate was not almost a full point higher. We got in a heated debate with the sales manager who ended up matching our rate. The sales process was very unpleasant and we wrote about it in the customer service survey they provided afterwards.
The next issue we had was with regards to the actual home warrantee itself and the customer service follow up. We had a customer service representative (CSR) come out and ask us if we had any issues with the house and we did. We provided a list of issues, mostly minor issues like internal dings that needed touch up paint, crack in the stucco, garage door issues, etc... We also let the CSR know we never got the touch up paint and repair kit we were promised. The CSR stated that he'd get on the list immediately and also bring over the touch up kit. Sadly this never happend. None of the list was ever addressed or repaired and no one brought the touch up paint & repair kit.
We did receive a follow up call from their sales department asking about our satisfaction. I recounted the entire sales process issues, the failed CSR follow up on repairs and the touch up paint & repair kit. We were again reassured that we'd have all of our issues resolved immediately and a touch up kit delivered promptly. Sadly, again the only thing that happened was we received several more customer service evaluation surveys to fill out and complete.
Our experience was not pleasant. The sales process was very high pressure, the customer sevices was the opposite of service and the repeated lack of follow through was terrible. If you plan on purchasing a new home from Shea, it's a buyer beware situation where the buyer really needs to be aware of the fine print and fees associated with the seemingly amazing deals they're offering. In the end, the deals aren't very spectacular and you're going to pay for the upfront discounts in other ways you might not notice if you're not a savvy buyer.
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