Avant Homes North East Chester Le Street reviews

★★★★★ 1/5

Trustpilot

Awful! Highstonehall

Awful!! - HighstonehallIf there was an option for 0 stars it would get it. I will award the one star to the sales team. Our buying experience was amazing, great team locally to take you through the journey. Sandra in sales was amazing a real credit to the team! Thats where it stops. Our house at first looked great and what you get in spec is amazing (although you do pay for it) it quickly went down hill. Even before we moved in there was snagging issues identified during our demo day, promised to be fixed and it wasn't. The painting looked like it was done by a toddler,we had bulging walls, damaged floors, no turf, unfinished walls and ceilings. It honestly was a mess, had a few new builds and I was devestated when we moved in. Called customer service team which is the worst I have ever dealt with. They never respond, refuse to help and the turn around of staff is astonishing. They defend and argue constantly. The further up you go the worse it is. We have an ongoing claim with nhbc and have an outstanding complaint and snagging list for over a year. Still unresolved and the MD Andy I think has forgot his password to log into his emails. Complained to sobnany people - directors and ceo, again very absent. They just don't care. Do not be fooled by this company, they are awfull!! We have taken the decision to get some remedial work done ourselves as they are litterally unresponsive. Also dont believe their NHBC score - we were asked to complete our survey at 5 stars at the promise of getting our issues fixed - they got 5 stars we got nothing. Terrible quality and terrible service. Happy to share photos with people if they want to see the real finish!

Jon · 22 January 2021

★★★★★ 1/5

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Should be an option for no stars…

If there was an option for no stars then that’s what would have been chosen. Buy one of these new homes at your peril. We have purchased many new houses over the years and just when we thought you couldn’t get any worse than TaylorWimpy we purchased an Avant property. We purchased an Oakham and over 20 months on we still got issues. The product they sell is great but in reality the poor substandard workmanship and finish is shocking. We had some major issues - we currently got two open cases with NHBC and one on going claim with the ombudsman against Avant. The after sales/customer service is the very worse we have ever experienced and we are constantly being shunned and ignored. We have not been able to settle in this house and are looking to sell in the very near future, probably at a loss, but we cannot call this home cos it’s been so traumatic. Let this be a stern warning to any prospective buyer!

Jon · 14 January 2021

★★★★★ 2/5

Trustpilot

Please clear up the site

Still waiting for return of painters to do ceiling of downstairs. Front door is worse since avant man came to fix.our drive and the pavements a road is dangerous for not only young people but for the elder and also dogs and animals as there is glass all over the paths.PLEASE PLEASE PLEASE clear up as we paid good money and we’re told it would be done April, May June July

Terence · 16 July 2022

★★★★★ 4/5

Trustpilot

Overall experience

Overall experience from choosing a plot to moving in was very good, as with all new houses there was a bit of snagging and a few things ongoing but nothing major at all. The girls in the office have been very quick to respond and get everything sorted out.

Mrs · 2 October 2020

★★★★★ 4/5

Trustpilot

Revised review

Due to the Customer Services Manager, Mr Mallon, his professionalism, extremely civil and courteous manner I have removed my previous harsh review. We will continue to work with the Customer Services Manager Mr Mallon and very efficient and professional Customer Service Assistant Lindsay towards a solution/resolution on all fronts.

Lit'l · 28 September 2020

★★★★★ 1/5

Trustpilot

Horrible builders

Horrible builders, not responsive just sending bulk emails to everyone saying how busy they are and understaffed. Snagging still not been completed nearly 1,5years after we've moved in as they are focusing on building new homes fast and to low quality. Sales people lie and hide ant changes to specs, it's one of the worst companies I've ever dealt with! WOULD NOT EVER RECOMMEND THEM...

Miss · 23 February 2023

★★★★★ 1/5

Trustpilot

Absolutely dire after sales service.

Absolutely dire after sales service.Despite a huge number of attempts by us to get snagging sorted, here we are 18 months later with the same empty promises of progress.The houses themselves are great, minus the snagging issues.The whole experience of the customer services and site teams is dreadful. Whatever we are promised is never delivered. Expecting tradesmen to turn up but they never do on time. The customer services team never take any responsibility and you are lucky to get any sort of contact back. It usually takes around 6 or 7 calls I. To them before you’ll hear back.As customers, we have been extremely patient and given the benefit of doubt on endless occasions. But our faith in Avant is zero, whatever you are promised, it just won’t happen.They can’t even get the basics right. A quick update call, nope. A tradesman turning up on time, nope. Wouldnt recommend Avant to anyone looking for a new home. Style over substance.

Stuart · 15 December 2020

★★★★★ 1/5

Trustpilot

Avant = shocking customer service

Customer service from Avant is very poor and this has been the case since moving into our house. We have been in our home for almost four years now and I think that it is abundantly clear that Avant are quick to wash their hands as soon as they have your money. It took ages to get snagging issues sorted out. One of the keys issues being that the kitchen worktop was perishing, where it sits above the dishwasher. Avant did eventually agree to replace the worktop and we are now faced with exactly the same issue for the second time. Avant’s answer - sorry, you are beyond your two year warranty. Nothing to do with us!Add this to a leak that is occurring somewhere between ground floor ceiling and first floor which is casing a growing damp patch on our living room ceiling. Avant’s answer - nothing to do with us. Less than four years in our house, two major issues and shocking customer service from the Avant team. Make the wise choice and buy from another builder!

Scott · 8 December 2020

★★★★★ 5/5

Trustpilot

A great final product

Laura at Princess Point, what a great Sales advisor.!!!!You picked up the pieces from where others left and proved yourself, very friendly, welcoming and professional, you represent Avant to greater levels, you made the whole process very easy for us new in the game to keep up. Thank you very much for your support.Avant as a reputable organisation must remove the offer to the Military personnel on their website. I didn't get the offer as stated... Its not straight forward as I was told despite Laura and Jeanette contacting the sales team at the head office, I was told the house (Thirston) had a discounted offer already which wasn't explained to me and I was told I wasn't entitled .. To be very honest I went to Avant partly because of the Military discount as well as the quality of the project.Surely Avant can do better....

Mr · 3 December 2020

★★★★★ 5/5

Trustpilot

So happy to be in our beautiful new…

So happy to be in our beautiful new home. Even with COVID-19 making day to day lives almost a nightmare, moving into our new home during lockdown has helped cushion the blow. The Avant Team have helped us every step of the way, from chosing our plot, to the little extras of our door handles. The development we live on is very easy on the eye, great designs and houses built to a high standard, with only very little to add to our snagging list. We had an issue with our front door, it was not locking easily, after the house had settled. We contacted the Customer Service Team and reported the issue and the joiner was out within a couple of days and rectified the problem.The Site Team have always been very helpful and friendly and offered advice and assistance, where needed. Thank you Avant Homes for making our dream home a reality.

Jeanette · 26 November 2020

★★★★★ 5/5

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Vanburgh Gate, ChesterLeStreet, Bought our home 5 months ago at…

Bought our home 5 months ago at Vanburgh Gate, Chester Le Street.Good Customer Services team, Excellent sales manager and very helpful Julie, Michelle Site Customer services Head, very good and listened to our concerns and helped alot. Very helpful customer services team and try to help with problems that you’d expect from a new building.

Fahd · 15 November 2023

★★★★★ 1/5

Trustpilot

Awful system for reserving houses!

Awful system for reserving houses!Nov-19 we visited a new Avant sales office interested in purchasing a house. We wanted one specific plot which was not released yet but was told we could leave our contact details and they would contact us as soon as it was released. Today I phoned up the sales office only to be told they had sold the plot we were waiting for and there was nothing they could do. 9 months of waiting, checking the website, phoning up and visiting the office regularly asking for updates.. all for nothing. This is appalling from the customer service team. I appreciate nothing can be done now but I am writing this to warn others not to rely on the sales team to notify them of available plots because they don’t!!This is the city fields development. Would also like to mention the sales staff told us a “slight” spec change would happen however if you actually analyse the old spec and new spec there’s is many hidden changes they do not warn you about!!! All the added extras that made Avant the “high end” brand have been taken away.Ps. Avant try to remove reviews they don’t like.

Lauren · 24 October 2020

★★★★★ 5/5

Trustpilot

Ellie was fantastic and so helpful

Ellie was fantastic and so helpful, we cannot wait to move into our Shipley Lakeside home.

Lewis · 5 March 2023

★★★★★ 1/5

Trustpilot

Pathetic customer care + quality

Further to writing this review me and my partner luckily found an old photo that we sent to Avant about our ensuite leaking, this photo was taken days after we moved in and in the corner of the photo was clearly a plug with NO chrome fitting on.. This is the same chrome fitting that the plumber told Avant that he was 'adamant' that we had one because otherwise he would have put it in his report. We originally weren't that bothered about the fitting but it soon turned into a matter of principle because no matter how many times I told them we didn't have it in the first place they turned around and told me we must have had one, therefore suggesting that me and my partner were being dishonest. Something that I do not appreciate at all especially when we now have photographic evidence that it was in fact the plumber and Avant who were plain and simply lying.First things first, it seems an insult to me and my family that I have to give Avant Homes 1 star. The level of 'customer care' is absolutely pathetic as is the final build quality. We understood fully that moving into a new build we would initially have small snags here and there as not everything can be perfect. What we wasn't aware of is that our house had missing water drainage system above our bi-folds and our front door. We actually got told that its quite normal for a front door to leak water in when it rains heavy, laughable really. Next noticeable issue was our vinyl flooring which had to be replaced 5 times in total due to lack of quality and in the end we gave in on the 5th try, the vinyl was fine but the fitter decided he would go for an extra thick bead of silicone which now sticks out like a sore thumb. Whilst on the subject of silicone sealing, everywhere is just a mess but apparently that doesn't fall under the warranty as it is up to us to 'maintain' it. What they actually mean is re-do it all by yourself. We had mould growing in our ensuite bathroom glass because it wasn't sealed properly, once again down to 'maintenance' Avant also practically called me and my partner a liar because we was missing a chrome fitting for our plug in our shower but that should've been noted much sooner so once again that was our responsibility, they actually had the cheek to say that 'the house wouldn't have been passed if that was missing' not being funny but my house was missing much more than that and it still managed to be passed! Another 'small snag' was our roof that was leaking which was initially put down to condensation, ridiculous to even suggest condensation when it was filling a bucket up everyday. We also had to have our flagging re-done twice and the kids kept tripping over the loose flags and hurting themselves, not that Avant could care as this took way too long to correct. Another funny one was a bit of our kitchen coming away from the wall which they say once again 'that doesn't fall under our warranty' because apparently it had excessive water damage. Well it will have water on it because it's directly behind the tap and sink, once again it has simply not been sealed properly. So now we move onto what they call 'customer care' where I had to chase and chase constantly only for our liason officer to be constantly either in meeting or her phone wasn't working, then when I finally got through it was a snotty response. I experienced the worst customer service today when ringing the office to speak to someone and Carol at reception, her attitude was simply disgusting, I felt I was asking her to do impossible tasks, when really all I wanted to do was speak to someone. I fully appreciate all customer service staff are now working from home due to the pandemic but why does that stop me from ringing their work phone? Would I be able to get through if I was interested in buying? Absolutely I would! For something that is going to be the most expensive thing in your life only to have the worst customer service I've ever experienced is ultimately disgusting! I would absolutely advise anyone not to buy a new build home from Avant. I could literally go on and on with the problems we have had in only 18 months we've had the house. Sandhill croft plot 27

Aaron · 21 October 2020

★★★★★ 5/5

Trustpilot

Avant - Waverley

We have found Avant to be polite, helpful, and very quick to respond to any questions or queries. We are in the process of completing a Part-Ex on our current property for one of their new builds on Waverley. We are waiting a completion date, but I can not fault our experience thus far.

Vicki · 3 December 2023

★★★★★ 5/5

Trustpilot

New home @Jackton Green.

Just reserved a new home at Jackton Green. Jaqueline McPhee, the regional sales manager was so helpful, knowledgable and fun to work with. We are so excited to be moving there with her help and guidance along the way. Totally recommend!

Gilly · 12 February 2022

★★★★★ 2/5

Trustpilot

Thank you Avant for your response

Thank you Avant for your response. Of course I am fully aware of H&S on building sites and I have absolutely not raised that as an issue. From your reply im assuming that you are not able to explain why your website indicates that 2 x2 bed properties were available when I was advised that there was only possibly 1 by sales staff. You are correct that 'hours' after my last review I received a call, yesterday, and I have accepted an appointment to view the available property tomorrow, Friday. I still feel that i have done more chasing than i should as a potential purchaser and i can advise that had i not received a call back yesterday I had made the decision not to further pursue a purchase on this development. I hope I love the property tomorrow and that progress can be made.

Lorraine · 24 September 2020

★★★★★ 5/5

Trustpilot

Great Customer Service and Knowledge

Georgia was so helpful and went through the finer details with much knowledge.

Kim · 27 May 2023

★★★★★ 3/5

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I am finally getting to view properties…

I am finally getting to view properties at the Sheltone Village site. I first approached the sales office here over a year ago, my details were taken and i heard nothing for about 2 months. I was then called by another rep, my details confirmed and then again nothing. Fast forward to last week, about 8-9 months after my first visit,I go back to sales office to arrange a viewing. This was arranged however I missed it but the rep called me the next day to follow up. I viewed 2 properties and my rep was as helpful as she could be. This is not a criticism of the rep herself because she was lovely, but she was clearly struggling to answer some of my questions and i got the feeling that she might not be kept up to speed with changes on the development. She was however very patient and not in any way pushy, which i very much appreciated. I struggled a bit with not being able to view the physical location of the unfinished properties I was interested in because I wanted to see where they would sit on the development. I understand there are H&S issues on a building site, however being a person who doesn't really 'get' plans and drawings, i prefer to see the location for real. I loved both properties I viewed and am now in the process of deciding and assessing the offers and deals available. If i ignore my earlier experience almost a year ago, I have been impressed. Hopefully that will continue if I find the right deal and go ahead with a purchase.

Lorraine · 18 September 2020

★★★★★ 1/5

Trustpilot

Pomegranate park.

Pomegranate park.When we decided to buy a new house from Avant I knew it was not going to be easy and that we would have defects, but the house looked amazing and the staff seemed professional. Well until llinos moved to a different site, then it was like a training camp, different staff none knowing what the other was doing; and our house did not have a second floor at this stage. We selected our extras 3 times with different staff, then being told by a different member of staff we could not have those combinations. We ended up having to choose again after work and in a rush, which is not ideal when spending so much money.We were not shown the house being built at the different stages, nor were we invited to see the house at first fix. Both of which we were told we could.Then we moved in, it was fantastic and the house we hoped for. Until we started with the defects list which started at 60 and grew to over 100, the highlights: a garden resembling a paddock, a leaking roof, the toilet being flushed with hot water, no gas safe certificate for 1.5 years (to rectify this we needed to have the main gas pipe in the house replaced, meaning we needed to move out), tiles needing to be cut out and replaced in the kitchen and hall as they protrude so much you could cut your toe, every piece of glass apart from 1 was scratched, wrong fridge freezer installed; you get the idea. Needless to say over 2.5 years on and we still have many outstanding defects and unless I chase weekly to get anything done nothing is progressed. Avant are unable to be proactive and when they do arrange trades to come to our property, it is quite often for the wrong thing or they do not know what they are meant to be doing at the property. The fixtures and fittings in many cases are cheap and start to look shabby after only a couple of years, unfortunately it seems it is a case of you don't get what you pay for.

Carl · 15 September 2020

★★★★★ 1/5

Trustpilot

Poor sales team and attitude at Brompton Mews

I did not like the way I was spoken to by the salesman, he was quite abrupt and talked down to me when discussing the extras package. The package we had previously been offered had been withdrawn and apparently would not be offered so we cancelled our purchase and will now look elsewhere.

Chris · 18 December 2023

★★★★★ 5/5

Trustpilot

Julie Robson at Vanburgh Gate has been…

Julie Robson at Vanburgh Gate has been an absolute star at getting everything perfect for moving-in day. Thank you to everyone onsite

Daniel · 30 June 2022

★★★★★ 1/5

Trustpilot

If i could give it no stars i would

If i could give it no stars i would. Nothing but problems. Faulty wardrobes that was highlighted to them a few months in. 2 years later the warranty was up and they cant do anything. As soon as your house is built and They're onto the next they're not bothered what state they leave your home in. Nothing but trouble from day 1!!

Swaddie · 21 March 2023

★★★★★ 2/5

Trustpilot

Saloon closed

Very sad to find the saloon closed when Google states they were open. To add the frustration whoever reply to my unsatisfactory enquire didn't reply with nothing but a sorry. It was an emergency and no solution was given or a let me see what I can do. Had previous unsatisfied experiences before but enough is enough.

Nush · 7 September 2023