Doug G.
1/5
My wife and I have been in our Velocity-built house now for 4 1/2 years. During this time we have had to file two insurance claims and have spent over $5,000 and spent countless hours to fix, repair, correct problems caused by them during construction. We have an outside door that still does not close properly. We have windows that will not shut completely nor can we lock them. We have stone work, siding, and most recently a piece of flashing constantly falling off the house. Concrete on the front porch and driveway is cracking. So far, the main structure is holding up. Hopefully, that will continue to be okay.
Shortly after we signed the contract to have them build the house, we began to have problems with them. Communication was difficult. One person would tell us one thing, another person, something different. We'd ask questions and seldom get a straight answer. Outside lights were wired to wrong switches. We have three switches that are decoration only. They don't turn anything on. When I asked about these, I received vague/run-around answers. It was very frustrating. Our house was under construction during the time period that the local Festival of Homes was on. The annual month-long deer hunt followed shortly after that. During both of these events, construction virtually came to a halt as each event took priority. We had selected a specific entry door. Two weeks later they asked if that was the door we wanted. I reaffirmed we did. Later we were told that door would take too long to arrive so we had to pick another. A small thing, I agree but it illustrates the mess we went through.
On our first visit with Velocity, we were introduced to Spencer Jones, the owner. After that meeting we never saw nor heard from him again. I did manage to have a phone conversation with him two months after we moved in. I told him of our frustrating experience with his employees. How customer service appeared to be non existent. I was hoping he would make an effort make things better. Granted, I knew he would not be able to change everything we wanted but at least offer to do something. All he said was that he would talk with the employees about it. Other than that - nothing.
I know that since our experience, two of the employees we worked with are no longer there. I've read where some of their customers now have had great experiences. I'm happy for those people. But our experience was not pleasant nor is it now as we are still dealing with problems they caused. My advice to anyone looking at having Velocity build their house: be careful.
***
Since I wrote the above review, we have had to spend more money on items they should have done during construction. We are now up around $7,500 in additional expenses. My advice now to anyone considering using this company is DON'T.
?
Since Google will not allow me to reply to Velocity's reply, I'll add my comments here.
The folks at Velocity appear to be very pleased with themselves as they talk about changes they have made. It's good to know they are making an attempt to improve and apparently they are doing well with some of their customers.
However, from their reply to me and to some others, it is evident they fail miserably at Customer Service 101. You NEVER ask a customer to contact you, especially a dissatisfied one. In this case Spencer - NOTE: Spencer has the responsibility to contact the customer. Not an employee, but Spencer. It is his business and his reputation.
