Trusted Agent profile · Surrey
★★★★★
1,378 reviews across 2 platforms
Station Avenue, Walton-on-Thames, Surrey, KT12 1NS
Crest Nicholson's office in Surrey, at Station Avenue, is rated 4.0 out of 5 across 1,378 reviews on two platforms, including 8 Google reviews rated 4.5.
Every review we hold for the Surrey office, from every platform, shown as written. First names only.
1/5
TrustpilotUnfair practice
Unfair practiceI will give a 5 stars to everything until I am being push to complete the exchange of contract as early as 2 weeks before the deadline. I was advised by the sales team to request for extension of deadline for contract exchange. And then being rejected without explaining why. But Crest has very flexible schedule to complete the development. It is so unfair.
5/5
TrustpilotCustomer service on point
Customer service on point, very informative and helpful.
Thank you for taking the time to share your experience.
1/5
TrustpilotThey don’t maintain their scrubs areas…
They don’t maintain their scrubs areas and the land they own. Their customers service doesn’t reply to any emails, very poor and disappointing development.
Thank you for taking the time to share your experience, we have sent you a request via Trustpilot to ask for more information so we can look into this.
1/5
TrustpilotShocking Aftercare Service leaves 10 month old house unsellable
Hi. I have just discovered this site. I bought a Crest home in 2017 and now want to sell as I am buying a house with my partner. Have discovered the house is not registered with Land Registry due to boundary being incorrect. Neither crest or my solicitor told me despite them having correspondence for 10 months. I am now in Limbo with a house I cannot sell and a neighbour that is not talking to me because he is likely to lose some of his garden. I have offered crest the option to keep the boundary as it is and compensate me but they are not interested and are dragging their heels. Now I will lose the house my partner and I have had an offer accepted on. Crests aftercare service is shocking.
4/5
TrustpilotI'm quite surprised at how awful these…
I'm quite surprised at how awful these reviews are. I guess it really is luck of the draw and which team / site you move into. I moved to a new build block in Lower Sydenham last year and have had the team around fixing electrical issues, kitchen worktops, checking cracks in the wall. So I really can't complain. There are a few design issues.. the doors swing open with even the slightest breeze onto the balcony and I'm sure they'll bust the hinges soon. No idea why they didn't go for sliding doors! I also lose 1m sq space when I open the window into my 1 bedroom flat. With the summer we've had these have been quite annoying design flaws.We've also been given the smallest sink in the world in the kitchen. I guess they don't expect people to actually wash up as they have fitted dishwashers.. and a butler sink in the bathroom which I feel is never clean despite my best efforts each time I use it. Maybe it's because they're still onsite building and selling the last flats that we're getting good service.. so I guess my recommendation would be, if you're going to buy with them, do it whilst they're still around and can easily get to you to fix things!
1/5
TrustpilotPlease ignore the cosmetics
Please ignore the cosmetics, fancy booklets and posh Crest Nicholson folder they give you when you reserve a property. These items are simply for effect.Don’t get me wrong, the sales team were excellent but with all due respect they would be, they will be attentive, they will respond quickly and they will do all they can to iron out any issues you may have, of course they would they want your money. My husband and I have a very young family and purchased a property in Kent. We have been here for 1 year now, but when we moved in we did expect the odd minor snag here and there, this is the 3rd new build we have purchased so do understand that some touch ups are required. However, water pooling at the side of our house and has been since we moved in 11 months ago isn’t a minor snag. It has taken weeks and weeks of emails, various stay at home days (with two babies under 3!) for operatives to attend and inspect, a ground worker and landscaper confirmed that there is no drainage in our garden, and as such a gulley would be required. The contractor reported this to Crest Nicholson, the landscaper (another separate contractor to Crest) also came to inspect the lawn (to which we paid an additional £450 for!) and said that as long as there are drainage issues the lawn will not be very nice as it’s constantly waterlogged, he again advised crest that a soak away would be required especially as our lawn is slightly sloped so water is pooling right in the middle of it. I was told by their useless Customer Service team that they believe there is a design issue, so requested a quote to get a gulley fitted in the garden. Low and behold over a month later they call/email you at 4.30pm to say that they will not be doing anything about it and if you want them to do anything you’ll have to contact NHBC. The customer service needs a whole other review, they are very slow to reply, the customer service manager agreed to things on her visit but denied them later on- they even lost the snagging list they made! I appreciate that others have had a better experience with Crest but take note that all those reviews confirm that the snags were minor. Crest have their own site technicians (handy man) who are paid on a monthly basis regardless of the work carried out so if it’s something they can fix i.e missing grout, paint/work top touch ups then they’ll fix it, if it’s works required by a sub contractor they will not repair it. It’s also clear that they are particular about the clientele in which they repair things for, if your a solicitor or policeman you’ll probably only need to complain once and they’ll fix it, for the rest of us... forget it. Don’t waste your hard earned cash on a Crest Nicholson build you will seriously regret it, like we do. I have many examples, but this one may make you laugh, it took 4 separate appointments to replace 1 internal door, which now doesn’t shut! So we have another mass emailing writing task ahead to get it fixed. The Hill Partnership built the previous properties we lived in, go with them if you see a property you like, just avoid Crest Nicholson!
4/5
TrustpilotLovely and informative meeting with…
Lovely and informative meeting with Josh and Stephen from Evolve.
Thank you for taking the time to share your experience.
1/5
TrustpilotShambolic, untrustworthy, negligent, incompetent, fraudulent etc. etc.....
The worst customer service/ aftersales care of any company I have ever dealt with. Lies, obfuscation, criminal negligence particular with regards to fire regulations. No investment in CRM technology. Often hardworking local staff hung out to dry by senior management and overwhelmed by major design and build problems far in excess of usual snagging. Even after Crest had been warned that their directors could be at potential risk of prosecution under the 2005 Corporate Murder and Manslaughter Act, their response was either dismissive or lethargic. The company actively sought to avoid taking responsibility for their failings and blamed others whenever possible. Their customer charter borders on the fraudulent.
5/5
TrustpilotThe sales staff have been lovely and…
The sales staff have been lovely and very helpful.
Thank you for taking the time to share your experience.
1/5
TrustpilotWorst party wall sound insulation I…
Worst party wall sound insulation I have ever experienced and Crest just do not care that they have designed and built such a sub standard house , they have basically said unlucky that is the way it is , I would be embarrassed and ashamed if I was the MD .Do not purchase an adjoining house built by crest unless your Deaf or enjoy having your sanity tested .In hindsight we would not have purchased this house and are now making inroads' to selling up and moving to a better build .
4/5
TrustpilotCrest is the best!
We moved into a Crest Nicholson new build property nearly a year ago on Westvale Park, Horley, Surrey.The sales team were great at keeping us in the loop all through the purchasing process, and even after purchase have been friendly and helpful with the weird and wonderful questions and advice I seek from them about Westvale Park development plans as well as our property. From speaking with neighbours, it's clear to me that the build quality of our Crest Nicholson property is superior to most of the other builders on site, so I'm very happy.Yes, of course we have had snagging issues as you would expect in a new build property (this is a new build property being built on a muddy field at the end of the day), but nothing catastrophic. It's all stuff to be expected as the house and ground underneath dries out and settles - Plaster cracks, the odd creaky floorboard, a drain pipe popping off, a radiator thermostat valve deciding not to work etc.But you know what? Log it with the aftersales customer service team, they schedule it in, they let you know, and it gets fixed. The customer service team are dealing with multiple sites, and so very busy, but they try to do the best for you as quick as they can.. and being understanding of that when speaking with the team goes a long way in my experience. All in all, the sales team, site team, and customer service team have continued to work really hard to provide great customer service and home buying experience, and I wouldn't want to change to a different developer for the world!
1/5
TrustpilotWorst after sales Crest Nicholson
Worst after sales, problems after problem on all 3 of my new builds. One of the flats on the day of handover we spotted a leak in the bedroom ceiling, they failed to respond via their out of hours emergency service number stating the leak isn't an emergency, since then the leak had got worse Crest sent someone to repair the leak in the ceiling and re-plastered and repainted it again as the leak had stopped unknowingly it was to reoccur again was constantly emailing and calling customer services but failed to respond back and until know the leak is still present and most of the snagging work is still outstanding. My experience is once they get your money their commitment ends thereRecently on a house I reported a roof tile had come off about a month ago, I had given my contact details and on all occasion they have failed to update me and I called today and Natalie told me we dont cover roof tiles as its weather damage, im thinking if it was weather damage it would be more than one tile but this is evidence of poor workmanship. I am absolutley shocked with the response and am even more baffled being told today but the i think about it, it takes a genius a month to come up with the excuse as they've failed to return calls or chase up the work.I would keep away from all Crest Nicholson new builds, Its taken me 3 attempts to learn my lesson
2/5
TrustpilotVERY POOR CUSTOMER SERVICE
Having lost a key for a property on a new development in Cheltenham it appeared that we were not given a key security card at the hand over so we are unable to cut a new key according to the customer service operative and the manager Stuart. This is totally ridiculous and there must be a way round this. The Manager almost took delight in telling me this because of security reasons they do not hold key information.Very disappointed considering this is a house purchase we are talking about.
5/5
TrustpilotA very profession builder
I was explained everything in details and was also helped in all possible ways to buy a property with them.
Thank you for taking the time to share your experience.
5/5
TrustpilotInformative visit
Informative visit, information gathering at this stage.
Thank you for taking the time to share your experience.
5/5
TrustpilotNew house purchase
The team in the sales office were very helpful. I liaised mainly with Jay Armstrong, who completed the negotiations on my behalf professionally.
Thank you for writing a review, Jay will be thrilled to hear your comments.
2/5
TrustpilotThe customer service is appalling
The customer service is appalling. Two years worth of emailing and arguing and they still haven't fixed all items on the snagging list. We still find issues but as the warranty period is past they basically refuse to do anything. Ensure you agree items with them before you accept the property. My property even has missing bricks but apparently that's OK as they can fill it with foam - I missed reporting this within the two year period so it won't be properly fixed.
3/5
TrustpilotPoor understanding of basic customer care
I have had no issues with Crest customer service until I approach the end of the 2 year period. Defects they previously routinely sorted out suddenly become not their responsibility. Not advised of this when you call their customer service team even though I told them.exactly what the defect was nor when you buy....surprise surprise...Beware!! Its basic to get this right to be consistent and not change the rules as you go along and to ensure your customer sevice team does not give tne wrong information. When other companies get it wrong they want to put it right....not Crest. As a result my view of Crest tarnished by this poir treatment and bad customer service
2/5
TrustpilotShockingly bad 'Customer Services' !
Lovely house (at first), great sales team, nothing too much trouble and very helpful - BUT all this was undone with interest by a shockingly inept, slow, unknowledgable team tragically called 'Customer Service' - when all the snagging creeps out of the woodwork don't expect anything done anytime soon IF you can get hold of them ! Over one year on and they've barely looked at a very large snagging list!I wouldn't buy another Crest home purely because I wouldn't want to go through the horror and massive frustration of dealing with them again which is a shame because they aren't bad looking houses.
1/5
TrustpilotValentine Place: terrible quality and poor customer service
I bought a flat in Valentine Place development in London 8 months ago and so far the experience has been terrible.Crest hurried up the works in order to force buyers to complete the purchase by the end of their financial year. This has led to enormous quality issues.Before completion I warned Crest about water leaking from the roof in the flat and 8 months after rain is still dropping down from the living room ceiling. The Customer Service has been dragging its feet in order to minimize its costs and so far no solution is in sight.The overall water piping of the building has major issues, with many leaks appearing in several flats.The lift in the building has been working intermittently and I got stuck in it several times, having to wait for emergency services to come to rescue me.Definitely the quality of the development is too low for the price of the units and the Customer Service should be more helpful with the tenants.
5/5
TrustpilotClaybourne, Steeple Claydon
Claybourne - Steeple Claydon. We have been really impressed with the efficiency, professionalism and support provided by Lesley and the whole site team for the purchase of our new home in Steeple Claydon. Would absolutely recommend! Thank you.
Thank you for taking the time to leave a review. It's great to know that our team provided such a positive home-buying experience for you, we will pass your feedback onto our Chiltern team.
5/5
TrustpilotKegworth Gate
I’d give the helpful and lovely sales executives at Kegworth Gate 10 stars if I could!!
Thank you for taking the time to share your experience.
1/5
TrustpilotTry living in one of these properties and see for yourself
These people don't care about what they have built and are in the house building industry solely to make money. Their walls are cracking in every single room and scaffolding everywhere. Uhm, I am not going to buy with them, should you? Be warned. The scaffolding has been up for 6-8 weeks , nothing started. They lure people in by showing there's a nice kitchen, garden, things like that. Water will be leaking soon. Their excuse, cracks is normal wear and tear!!! After a few months of purchase?? Come of it!!!!
5/5
TrustpilotCustomer service has been brilliant
Customer service has been brilliant, Anita, could not do enough. Processes have been made easy and communication has been clear and quick.
Thanks for your review, Anita will be thrilled to hear your comments.
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