Fabbian Fine Homes

We have purchased 2 homes from different builders and been through the process of building a home from the ground up both times. We also have had many friends build new (including 1 from this builder). I have to say that while I am happy in general with the quality of the construction and the design/​layout of the home, we are definitely unhappy with the customer service from this builder.
When building a home you will come into contact with a number of people from the builder’s side and any one of them can make or break a customer service experience for you. I also will say that it is normal to expect that some things will go wrong (it is a complicated process with many different hands involved). The difference between an excellent builder and the rest of the pack is how they deal with issues and I have to say we are not happy with that aspect of the experience.
Let’s start by saying that we moved into our house with no gas service because the builder didn’t get organized enough to ensure Union Gas was there in time.
This builder made mistakes (as is normal to do) but then in more than one case refused to take responsibility for that mistake. They essentially claimed that it was our fault that certain things went wrong, or claimed that they had never promised things that they had in fact promised us. I would like to point out that we are generally easy going people, and are not extremely picky or demanding. We are courteous, kind, and friendly but this did not seem to help.
After mistakes were noticed and the builder finally agreed to accept some responsibility for them, they didn’t want to do anything about it. They did not offer to fix them (due to perceived amount of work) and when we requested compensation for mistakes they either refused or pushed hard to give as little as possible.
When it came to upgrades, they overcharged and were not flexible on many things that were non-​issues when we purchased a smaller, cheaper home. They charged for things that I had expected to be no charge (from past builder experience and talking with friends).
In summary, we do love the home now that we are there. However the journey has been long and painful sometimes and we still dread having to contact the builder for anything. As it happened we had a small leak during a recent downour and when I contacted the builder to get repairs made under Tarion warranty and they did come and repair it but were very quick to mention that they would not be responsible for any damage inside the home.
I would like to say that there were 1 or two shining stars there. Our first salesperson was fantastic and the site supervisor was beyond fantastic. Sadly they laid of the site supervisor shortly after our home closed.
BTW this builder has now stopped building under the Fabbian Homes name and is going by Gemini Homes. I can’t comment on the reason for the change, but if I was proud of my name I probably wouldn’t change it.