Merchant Homes Ltd

I cannot emphasise how bad the customer care and workmanship is with this company ! We purchased a new home in November 2018 in the Motherwell area and we are still trying to rectify the workmanship 4 years on. We bought our home including flooring , which turned out to be a huge mistake on our part . The concrete floors turned out to be completely uneven , to the point you would trip over on our whole downstairs. After lots of messaging back and forth , we eventually got merchant and the flooring contractors in and they very begrudgingly agreed to re screed the kitchen and downstairs bathroom and then undertake our hall and living room , which thus far has never materialised. I have just had a private flooring contractor out and they will need to re creed my whole downstairs area again ! To say I am angry is an understatement, I have never dealt with such an incompetent and substandard company. Service: Home building
Oct 19th, 2022

Dec 26th, 2021

Service: Garage design & building Critical: Responsiveness
Oct 26th, 2021

I would not advise buying a Merchant Homes property as the customer service is non-existent, sales staff go beyond rude and regional management ignore any and all complaints. We were attracted to reserve our property on failed promises and false advertising of extras and told to sell our existing home. We thought the property would be of the highest standards and quality and the customer service appeared and was sold to be first class, which given our previous experiences with new build developments mattered most to us. We went above and beyond to meet their time-scales for reserving a plot, continually updating them of our sale progress and building a rapport. Upon reservation there was a swift attitude change and extras were off the table and cleverly diverted or laughed off with exceptionally rude remarks leaving us shocked and embarrassed. Aside from this our new house has been continually delayed with only a few weeks notice, indicating poor planning or communication despite our regularly checking in. Meanwhile we have been left struggling without a property, and having to scramble to re-organise accomodation, storage arrangements, appointments for trades people, and time away from work (not easy for us to re-schedule). Our specification was also changed without consultation, and took several complaints to rectify. We also have acquaintances in the estate who faced similar problems in regards to delays and attitude from the sales team prior to entry. Since getting the keys they have faced umpteen huge snagging issues going above and beyond poor workmanship including incorrectly installed plumbing, poorly installed electrics and even non-existent fittings. They continue to encounter problems 6 months later and have found that they must continually complain to have these rectified. I have never written a complaint to a company in my life, nor ever left a negative review, but I feel the customer service from Merchant Homes is so substandard that people should be aware of who they are buying from. I urge anyone considering buying a property to speak to all of your existing neighbours within your development to have a clear view of the standards you can expect prior to reservation. On the surface this company appeared to us to be a local and small builder with high quality standards and good customer care values, when in fact we find them to be uncompromising and uncaring of their customer, leaving us wising we had reserved with one of the larger mainstream home builders who offered us more for our money. Although new build purchases rarely go smoothly or complete on time we feel exceptionally let down by this company. We just hope that our home is of a better standard than the customer service when we finally have our keys in our hands.
May 25th, 2021

Feb 16th, 2021