Top Homebuilder Ratings & Reviews

Minto Communities - USA

WestLake

769 Homeowner Reviews Completed Nov 2019 - May 2021

Overall Satisfaction

4.6
Customers' overall satisfaction
4.6
Rating of homeowners' willingness to recommend this builder

PERFORMANCE RATINGS

Purchase Experience

4.9

Home Personalization Experience

4.8

Lender Experience

4.7

Construction Experience

4.8

Customer Care Experience

4.9

Home Readiness

4.7

Installation & Workmanship

4.6

Community Profile

Minto Communities - USA logo
Our story begins in 1955 with a simple belief: that we could build better places to live, work and play, one home and one relationship at a time. Since then, The Minto Group has successfully built a fully-integrated real estate company that can meet the needs of any individual, family, investor or business. We’ve accomplished a lot over the years, and as we continue to celebrate new ventures, milestones, innovations and investments, we’re always looking ahead to what’s possible. Read on to learn more about our journey over the past 60+ years.

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MOST RECENT HOME OWNERS' VERBATIM COMMENTS - All
Purchase Experience Testimonials from Real Homebuyers

City Of Westlake, on Apr 14, 2021

I would have preferred more communication throughout the building of my home

3.8
Verified Homeowner
City Of Westlake, on May 09, 2021

I’m still waiting on few items from my 30 day update to be fixed.

3.8
Verified Homeowner
City Of Westlake, FL, on May 11, 2021

Initial sales experience was excellent. Thorough explanation of [name removed] and what it will offer to its residents. Sales center was a bit chaotic at times making it hard to visit the model we were purchasing. As a future resident, it is important to be able to visit the model to understand and to confirm questions about the house that you are buying. Working with [name removed] during the build was great. She was so supportive and cared about our home and our happiness. Even though the construction process isn't always smooth and without problems, she always made sure she did whatever she could to address our needs.

4.6
Verified Homeowner
City Of Westlake, on Apr 14, 2021

Great costumer service after closing with [name removed] from [name removed]

4.9
Verified Homeowner
City Of Westlake, on May 07, 2021

[Translated from ES] Communication and good support

4.8
Verified Homeowner
City Of Westlake, FL, on May 08, 2021

Everyone had amazing customer service. When we had questions or concerns we were helped right away.

5.0
Verified Homeowner
City Of Westlake, on Apr 13, 2021

Great staff!!! assist with all issues that needed to be corrected.

5.0
Verified Homeowner
City Of Westlake, on May 05, 2021

Customer Care are quick to respond for the scheduling of services but wait time for repairs is too long and and warranty service people are not effective and somewhat inefficient when a repair needs to be made.

3.8
Verified Homeowner
City Of Westlake, FL, on May 08, 2021

My sales person [name removed] is absolutely AWESOME ! She is the reason why we are buying another house with [name removed] also My builder [name removed] was great and very knowledgeable . They both were always in communication with us during the process

5.0
Verified Homeowner
City Of Westlake, on Apr 09, 2021

Its been great, but I wish [name removed] would give a longer warranty on my roof. One year is not enough.

5.0
Verified Homeowner
City Of Westlake, on May 01, 2021

Yes, they take care of us every time we need or call

4.9
Verified Homeowner
City Of Westlake, FL, on May 06, 2021

I love the sales experience, [name removed] was extremely detailed, met commitments, and provided timely updates. I'm extremely displeased with the following: I paid extra for the double shower in the master bath and the Niches are unleveled. During the construction phase, I advised the builder that a Niche was missing, he apologized and thanked me for pointing it out and told me that he would ensure the contractor installed it the following week. My Husband and I visited the property a month after and the Niche was still not installed. I immediately texted and was assured again that it would be completed, low and behold they finally installed the Niche however now it's unlevel, and was assured that it would be corrected after we close. I'm still this to be corrected, we had a contractor come by and I was advised it would be an easy fix and haven't heard back from the contractor since. The next issue is that the flat range stove wasn't installed appriotely and we are still awaiting that to be corrected. The back sliding door was supposed to be replaced due to discoloration and not sealed in completely when closed. Due to the sliding glass door not closing, we are infested with bugs, my understanding is that the doors are on back order so that's still pending. We also have major squeaks throughout the second floor that makes the house feel that it was poorly constructed. Various areas through the house was suppose to be touched up with paint and we are still pending the 30 day touchup. We have patches of grass in the backyard that is driedd up, landscaping has came out a few times and nothing has changed. So many issues to report that I don't even think I have space to advise but these are the main issues. This has definitely been a negative experience for my first constructed home.

3.9
Verified Homeowner
City Of Westlake, on Apr 06, 2021

This is my second home with [name removed]. I previously lived in [name removed] Green (Minto Community) for 16 years. The care and patience put into the entire buying experience (kudos to [name removed] and [name removed] again), the building phase ([name removed] is amazing), and the home follow-up visits from ([name removed] and [name removed]) collectively were great experiences. The loan process ([name removed] [name removed]) and selling of previous home ([name removed]). All said, the interaction has been a no pressure, highly attentive, and tremendous experience for me and my family. Again all involved were like a super team. In fact, [name removed] promise to address a roof fascia issue for me, the gentleman went way above and beyond my expectations.

4.9
Verified Homeowner
City Of Westlake, on May 01, 2021

[name removed] is the best you can find in customer service. He makes the difference!

4.8
Verified Homeowner
City Of Westlake, FL, on May 05, 2021

Every one was super friendly and responsive to any and all questions and concerns. Disliked Covid 19 which prevented us from traveling here to oversee the construction fases which we are now lack of attention to detail and were not completed with pride of craftsmanship instead it seems like things were just slapped together to say it's complete. That being said, our sales representative was terminated, our builder resigned and we lacked a point person. Fortunately, we now have [name removed] handling several inexcusable issues regarding finish work and craftsmanship. Mr [name removed] said himself he was very surprised with some of the issues we brought to his attention and has and continues to work extremely diligently to get this issues resolved in a satisfactory manner. Thank God we are finally working with someone with such a high regard for customer service and satisfaction.

5.0
Verified Homeowner
City Of Westlake, on Apr 01, 2021

Several minor quality matters - should be resolved during 1st year review coming next week. Slow in putting in basketball courts and adult pool. Sidewalks have numerous issues, some are a liability to [name removed]. Some street lights (which have been reported) have never worked. And, [name removed] seems to be disengaged as to homeowner upkeep of front lawns (mowing, edging, weeds, etc.).. Overall the home is nice but the community a disappointment (which can be fixed if [name removed] is serious in delivering a quality experience).

4.5
Verified Homeowner
City Of Westlake, on Apr 29, 2021

[Translated from ES] The experience and the attention. Especially from [name removed]

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Our Builder/[name removed] [name removed] has been very attentive. Whenever we've contacted him, he has responded. This defines service.

5.0
Verified Homeowner
City Of Westlake, on Mar 31, 2021

When I moved here it was a lot of things that had to be fixed again a lot of things not quality work you have a pool quality control system nobody checks these vendors work thank God for [name removed] superintendent he finally got things done for me if it was not for him I will be living in the broken House that is brand new things are still being done To this day since last year After I closed it would be nice if somebody could get back To me there is a lot of people that are not doing their jobs and it’s only one or two persons that are picking up the slack from the other people that don’t wanna work thank you [name removed]. 15945 Whippoorwill Circle 917-886-5532 is my personal number I’ve had a business for over 30 years and nobody like this would work for me.

3.2
Verified Homeowner
City Of Westlake, on Apr 29, 2021

I had an outlet that tripped when used and it was great that they corrected it and all the details to repair all the wall and paint around it until it was perfect. Very easy to contact [name removed] my mastercare guy and he does an amazing job with quick communication and taking care of anything.

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Overall experience was great, our sales person [name removed] was amazing in explaining and advising us through out. All upgrade option appointments went well. Lender [name removed] was also great.

4.9
Verified Homeowner
City Of Westlake, on Mar 25, 2021

This is the true meaning of not only a good builder but one that cares about what they do. They go out of their way to assist you with your needs. Timely responses and followup. A year later and [name removed] is asking what I need and if there is anything they can do to help me.

5.0
Verified Homeowner
City Of Westlake, on Apr 28, 2021

I am satisfied with everything except the pain used in the homes. It is not good quality and very hard to maintain.

4.1
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Everyone was very helpful and informative throughout the entire process. [name removed] and [name removed] kept in communication with me and ensured our home needs were met to our liking.

5.0
Verified Homeowner
City Of Westlake, on Mar 13, 2021

love that any issues we have encountered have been resolved quickly. dislike that we closed and then covid hit (no ones fault lol)

4.7
Verified Homeowner
City Of Westlake, on Apr 28, 2021

[name removed] has done well.

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Everything has been good so far

5.0
Verified Homeowner
City Of Westlake, on Mar 04, 2021

Well crafted homes with great attention to detail. The options were endless to personalize the home as we wanted

5.0
Verified Homeowner
City Of Westlake, on Apr 27, 2021

[name removed] and [name removed] are true professionals. They respond and resolve issues to our satisfaction

4.9
Verified Homeowner
City Of Westlake, FL, on May 01, 2021

From the first contact with [name removed] we felt very good...very professional

5.0
Verified Homeowner
City Of Westlake, on Mar 01, 2021

Still waiting on some tile work from our 6 month walk through, perhaps it'll be fixed after the 12 month walkthrough coming up.

4.3
Verified Homeowner
City Of Westlake, on Apr 23, 2021

Building process communication and now Mastercare coverage

2.8
Verified Homeowner
City Of Westlake, FL, on Apr 29, 2021

[name removed] and [name removed] made the process very smooth. No issues and they communicated very well

5.0
Verified Homeowner
City Of Westlake, on Feb 27, 2021

All is well with with [name removed] really appreciate it.

5.0
Verified Homeowner
City Of Westlake, on Apr 22, 2021

This warranty service from [name removed]'s house made it very attractive when deciding to buy a house. The customer care is an exceptional adding. We are very pleased with the Mastercare team [name removed] and [name removed].

4.9
Verified Homeowner
City Of Westlake, FL, on Apr 27, 2021

Purchase experience was good. A few hiccups but overall we are happy.

4.9
Verified Homeowner
City Of Westlake, on Feb 23, 2021

Thank god for [name removed]. If it wasn’t for him I would have a different view of [name removed].

5.0
Verified Homeowner
City Of Westlake, on Apr 15, 2021

How fast they respond to a complaint or issue

4.8
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

Working with [name removed] was great. She was clear open and provided wonderful advice for us who where first time buyers. Our builder provided update through the the building process and we where able to contact him at anytime with any questions.

4.5
Verified Homeowner
City Of Westlake, on Feb 22, 2021

The only thing that we were not happy with was the construction traffic on our street. We understand that house are being build. But, both sides of the road being blocked made it difficult at time to get out of our street.

4.7
Verified Homeowner
City Of Westlake, on Apr 15, 2021

I am extremely pleased with the warranty/customer service team. I always receive prompt response from the customer service team, not to mention they are so friendly and accommodating. [name removed] and [name removed] the Superintendent are the best, excellent service provided with a smile.

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

I disliked the lack of communication during the closing on the house.I liked [name removed] [My builder] he was very accessible and communicative on any concern we may have during the building of the house.

4.8
Verified Homeowner
City Of Westlake, on Feb 19, 2021

Workers on new homes within community seem not to care that people are living within the community, alcohol drinking while on the job, trucks and cars parked to where residents cannot get by safely!

4.4
Verified Homeowner
City Of Westlake, on Apr 14, 2021

After closing, my house had several quality issues (moldings, wall painting, electrical, irrigation system, vanity mirror, damaged tiles). Those issues made me deeply regretting the house purchase. Mr. [name removed] was designated the customer care service for my house, which I am glad [name removed] did it. Mr. [name removed] has been made an outstanding job of getting the house quality issues fixed in a possible timely manner. He is super organized, very polite, and strongly customer-oriented. Thanks to his diligent job my previous perspective of [name removed] has been shifted, from having the worst opinion to a better opinion about [name removed].

4.9
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

Honestly the whole process was great! From meeting [name removed] in sales who was amazing, and having [name removed] our builder who was also the most professional individual we’ve seen!

4.9
Verified Homeowner
City Of Westlake, on Feb 12, 2021

no one return calls ... the quality of workmanship is not good .imagine I never had my 30 days walk thru since march 2019 closing. I did an appraisal on my home to refinance and could not close because the sq ft I am told my home has and the sq ft recorded in the city is different. no one from [name removed] has tried to assist with this ... I have left numerous messages to discuss two lights never had a response . i also do not think it right that [name removed] restrict its clients from using their own financing. ...

1.3
Verified Homeowner
City Of Westlake, on Apr 14, 2021

Customer care experience has been great. Everyone has been extremely professional in particularly Mr. [name removed], who has answered all our questions and has handled any issues we have encountered.

4.6
Verified Homeowner
City Of Westlake, FL, on Apr 20, 2021

I “like” how they guided us from the beginning to the end

5.0
Verified Homeowner
City Of Westlake, on Feb 04, 2021

I liked the zest with which Mr. [name removed] assisted me in correcting or repairing all my minor problems with the house. He was always very respectable, courteous and timely.

5.0
Verified Homeowner
City Of Westlake, on Apr 08, 2021

Have fix the problems with our house like grout in shower, glue on hard wood floors.

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 19, 2021

we loved our builder. he was great with updates and accommodated anything we needed. went above and beyond for us. we wish our design agent had explained more of the extra options, like we wish we would have known to add extra amp for another fridge and we wish we were told we could add additional outlets. some of the information felt a little rushed. we did like our sales agent as well, however at times we felt rushed and like we weren't a priority, but in the end we were always accommodated and were able to do everything we wanted to. Overall, very pleased

4.8
Verified Homeowner
City Of Westlake, on Feb 04, 2021

I loved the attention received from the very start from [name removed]. Wonderful personality, patient, and helpful. [name removed] the builder walked me through every step and was helpful as well. [name removed], my Master care rep is excellent. Don't have enough space to write and describe how wonderful of an experience he made of what is suppose to be the worst part. Always ensured that any issue would be covered and was confident of the quality of the home that was built. Really a pleasure working with this group.

4.6
Verified Homeowner
City Of Westlake, on Apr 07, 2021

[name removed] gets sh.... done! Him and [name removed] are the best! Thank you making this experience a lot better!

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 19, 2021

The sales person, [name removed], was very nice, however she promised we would have the house ready in a time that didn't happened. [name removed] (construction supervisor) was on top of everything, every detail and responding to us on a timely manner. Very satisfied him. [name removed], the realtor who helped us sell our house, was beyond what we could imagine. It was an amazing experience with her. The lender, [name removed], was very nice as well. On top of every detail. The gentleman from Loan company, what an amazing man. Overall very satisfied with everything [name removed] did for us to get our house.

4.2
Verified Homeowner
City Of Westlake, on Feb 02, 2021

the house overall looks really good

5.0
Verified Homeowner
City Of Westlake, on Apr 01, 2021

Service care is excellent. Very helpful and responsive. Whenever I report an issue [name removed] or [name removed] would come right away, and schedule the fix. My husband and I are happy campers.

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 15, 2021

Everything went well. [name removed] and [name removed] were amazing and supported us along the wayL

5.0
Verified Homeowner
City Of Westlake, on Feb 01, 2021

Over all great community and friendly staff.

5.0
Verified Homeowner
City Of Westlake, on Mar 28, 2021

[name removed]’s team provides great customer care. I always received prompt attention with any issues that occurred. [name removed] the Superintendent is exceptional, he has superseded our expectations with customer service.

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 13, 2021

I loved both our salesperson, [name removed] and our builder [name removed]. Both were great throughout the process. The design appointment for the Group B options was less than desirable. We came out of that appointment with some disappointments on the house but in the end it's going to work out. We ended up going with standard cabinets in bathrooms and we're going to remodel them and have cabinets coming in a month. I would have loved the option to not do any cabinets at all instead of having to tear them out. I'm really glad we upgraded cabinetry but wish we had upgraded even more. The fact that the cabinets in the kitchen are particle board is disappointing. I wish that had been in the paperwork somewhere, but I know I asked specifically about that and was told I was getting plywood but of course a verbal conversation is null and void... The bathroom cabinetry that is considered a standard is complete junk. I'm surprised that this would even be an option given to anyone building a $500K house. We're about a month in and are having the move-in issues taken care of now. The process with that is going well. And glad this service is offered as lots of things have popped up. I understand that this is normal, but also feel like some of the things I pointed out the person doing that service to the house should have known better to not allow that. For instance, on the casing... I feel like the trim carpenter should have known better than to install some things that he did. And possibly the chunks were taken out after they were installed. But surely the painter saw it. Just things like that are easier taken care of early on than me dealing with them now. A quick phone call to the builder should have happened when it was noticed instead of me having to do all these call backs. I'm in this industry professionally so I understand. But I know where to stop and make a phone call to someone when I see an issue. I was told many times "[name removed] is a production builder" which I'm gathering means "we go fast, don't waste time on quality issues" However I am glad they are being corrected now, so that in the end I'll be happy. And I'm glad I work from home and have the availability to make this work. I feel bad for the people that just don't know any better or don't have the time or flexibility to get the subcontractors back in their homes.

4.5
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - Purchase & Move In
Purchase Experience Testimonials from Real Homebuyers

City Of Westlake, FL, on May 11, 2021

Initial sales experience was excellent. Thorough explanation of [name removed] and what it will offer to its residents. Sales center was a bit chaotic at times making it hard to visit the model we were purchasing. As a future resident, it is important to be able to visit the model to understand and to confirm questions about the house that you are buying. Working with [name removed] during the build was great. She was so supportive and cared about our home and our happiness. Even though the construction process isn't always smooth and without problems, she always made sure she did whatever she could to address our needs.

4.6
Verified Homeowner
City Of Westlake, FL, on May 08, 2021

Everyone had amazing customer service. When we had questions or concerns we were helped right away.

5.0
Verified Homeowner
City Of Westlake, FL, on May 08, 2021

My sales person [name removed] is absolutely AWESOME ! She is the reason why we are buying another house with [name removed] also My builder [name removed] was great and very knowledgeable . They both were always in communication with us during the process

5.0
Verified Homeowner
City Of Westlake, FL, on May 06, 2021

I love the sales experience, [name removed] was extremely detailed, met commitments, and provided timely updates. I'm extremely displeased with the following: I paid extra for the double shower in the master bath and the Niches are unleveled. During the construction phase, I advised the builder that a Niche was missing, he apologized and thanked me for pointing it out and told me that he would ensure the contractor installed it the following week. My Husband and I visited the property a month after and the Niche was still not installed. I immediately texted and was assured again that it would be completed, low and behold they finally installed the Niche however now it's unlevel, and was assured that it would be corrected after we close. I'm still this to be corrected, we had a contractor come by and I was advised it would be an easy fix and haven't heard back from the contractor since. The next issue is that the flat range stove wasn't installed appriotely and we are still awaiting that to be corrected. The back sliding door was supposed to be replaced due to discoloration and not sealed in completely when closed. Due to the sliding glass door not closing, we are infested with bugs, my understanding is that the doors are on back order so that's still pending. We also have major squeaks throughout the second floor that makes the house feel that it was poorly constructed. Various areas through the house was suppose to be touched up with paint and we are still pending the 30 day touchup. We have patches of grass in the backyard that is driedd up, landscaping has came out a few times and nothing has changed. So many issues to report that I don't even think I have space to advise but these are the main issues. This has definitely been a negative experience for my first constructed home.

3.9
Verified Homeowner
City Of Westlake, FL, on May 05, 2021

Every one was super friendly and responsive to any and all questions and concerns. Disliked Covid 19 which prevented us from traveling here to oversee the construction fases which we are now lack of attention to detail and were not completed with pride of craftsmanship instead it seems like things were just slapped together to say it's complete. That being said, our sales representative was terminated, our builder resigned and we lacked a point person. Fortunately, we now have [name removed] handling several inexcusable issues regarding finish work and craftsmanship. Mr [name removed] said himself he was very surprised with some of the issues we brought to his attention and has and continues to work extremely diligently to get this issues resolved in a satisfactory manner. Thank God we are finally working with someone with such a high regard for customer service and satisfaction.

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Our Builder/[name removed] [name removed] has been very attentive. Whenever we've contacted him, he has responded. This defines service.

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Overall experience was great, our sales person [name removed] was amazing in explaining and advising us through out. All upgrade option appointments went well. Lender [name removed] was also great.

4.9
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Everyone was very helpful and informative throughout the entire process. [name removed] and [name removed] kept in communication with me and ensured our home needs were met to our liking.

5.0
Verified Homeowner
City Of Westlake, FL, on May 04, 2021

Everything has been good so far

5.0
Verified Homeowner
City Of Westlake, FL, on May 01, 2021

From the first contact with [name removed] we felt very good...very professional

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 29, 2021

[name removed] and [name removed] made the process very smooth. No issues and they communicated very well

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 27, 2021

Purchase experience was good. A few hiccups but overall we are happy.

4.9
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

Working with [name removed] was great. She was clear open and provided wonderful advice for us who where first time buyers. Our builder provided update through the the building process and we where able to contact him at anytime with any questions.

4.5
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

I disliked the lack of communication during the closing on the house.I liked [name removed] [My builder] he was very accessible and communicative on any concern we may have during the building of the house.

4.8
Verified Homeowner
City Of Westlake, FL, on Apr 22, 2021

Honestly the whole process was great! From meeting [name removed] in sales who was amazing, and having [name removed] our builder who was also the most professional individual we’ve seen!

4.9
Verified Homeowner
City Of Westlake, FL, on Apr 20, 2021

I “like” how they guided us from the beginning to the end

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 19, 2021

we loved our builder. he was great with updates and accommodated anything we needed. went above and beyond for us. we wish our design agent had explained more of the extra options, like we wish we would have known to add extra amp for another fridge and we wish we were told we could add additional outlets. some of the information felt a little rushed. we did like our sales agent as well, however at times we felt rushed and like we weren't a priority, but in the end we were always accommodated and were able to do everything we wanted to. Overall, very pleased

4.8
Verified Homeowner
City Of Westlake, FL, on Apr 19, 2021

The sales person, [name removed], was very nice, however she promised we would have the house ready in a time that didn't happened. [name removed] (construction supervisor) was on top of everything, every detail and responding to us on a timely manner. Very satisfied him. [name removed], the realtor who helped us sell our house, was beyond what we could imagine. It was an amazing experience with her. The lender, [name removed], was very nice as well. On top of every detail. The gentleman from Loan company, what an amazing man. Overall very satisfied with everything [name removed] did for us to get our house.

4.2
Verified Homeowner
City Of Westlake, FL, on Apr 15, 2021

Everything went well. [name removed] and [name removed] were amazing and supported us along the wayL

5.0
Verified Homeowner
City Of Westlake, FL, on Apr 13, 2021

I loved both our salesperson, [name removed] and our builder [name removed]. Both were great throughout the process. The design appointment for the Group B options was less than desirable. We came out of that appointment with some disappointments on the house but in the end it's going to work out. We ended up going with standard cabinets in bathrooms and we're going to remodel them and have cabinets coming in a month. I would have loved the option to not do any cabinets at all instead of having to tear them out. I'm really glad we upgraded cabinetry but wish we had upgraded even more. The fact that the cabinets in the kitchen are particle board is disappointing. I wish that had been in the paperwork somewhere, but I know I asked specifically about that and was told I was getting plywood but of course a verbal conversation is null and void... The bathroom cabinetry that is considered a standard is complete junk. I'm surprised that this would even be an option given to anyone building a $500K house. We're about a month in and are having the move-in issues taken care of now. The process with that is going well. And glad this service is offered as lots of things have popped up. I understand that this is normal, but also feel like some of the things I pointed out the person doing that service to the house should have known better to not allow that. For instance, on the casing... I feel like the trim carpenter should have known better than to install some things that he did. And possibly the chunks were taken out after they were installed. But surely the painter saw it. Just things like that are easier taken care of early on than me dealing with them now. A quick phone call to the builder should have happened when it was noticed instead of me having to do all these call backs. I'm in this industry professionally so I understand. But I know where to stop and make a phone call to someone when I see an issue. I was told many times "[name removed] is a production builder" which I'm gathering means "we go fast, don't waste time on quality issues" However I am glad they are being corrected now, so that in the end I'll be happy. And I'm glad I work from home and have the availability to make this work. I feel bad for the people that just don't know any better or don't have the time or flexibility to get the subcontractors back in their homes.

4.5
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 5-6 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

City Of Westlake, on May 09, 2021

I’m still waiting on few items from my 30 day update to be fixed.

3.8
Verified Homeowner
City Of Westlake, on May 07, 2021

[Translated from ES] Communication and good support

4.8
Verified Homeowner
City Of Westlake, on May 05, 2021

Customer Care are quick to respond for the scheduling of services but wait time for repairs is too long and and warranty service people are not effective and somewhat inefficient when a repair needs to be made.

3.8
Verified Homeowner
City Of Westlake, on May 01, 2021

Yes, they take care of us every time we need or call

4.9
Verified Homeowner
City Of Westlake, on May 01, 2021

[name removed] is the best you can find in customer service. He makes the difference!

4.8
Verified Homeowner
City Of Westlake, on Apr 29, 2021

[Translated from ES] The experience and the attention. Especially from [name removed]

5.0
Verified Homeowner
City Of Westlake, on Apr 29, 2021

I had an outlet that tripped when used and it was great that they corrected it and all the details to repair all the wall and paint around it until it was perfect. Very easy to contact [name removed] my mastercare guy and he does an amazing job with quick communication and taking care of anything.

5.0
Verified Homeowner
City Of Westlake, on Apr 28, 2021

I am satisfied with everything except the pain used in the homes. It is not good quality and very hard to maintain.

4.1
Verified Homeowner
City Of Westlake, on Apr 28, 2021

[name removed] has done well.

5.0
Verified Homeowner
City Of Westlake, on Apr 27, 2021

[name removed] and [name removed] are true professionals. They respond and resolve issues to our satisfaction

4.9
Verified Homeowner
City Of Westlake, on Apr 23, 2021

Building process communication and now Mastercare coverage

2.8
Verified Homeowner
City Of Westlake, on Apr 22, 2021

This warranty service from [name removed]'s house made it very attractive when deciding to buy a house. The customer care is an exceptional adding. We are very pleased with the Mastercare team [name removed] and [name removed].

4.9
Verified Homeowner
City Of Westlake, on Apr 15, 2021

How fast they respond to a complaint or issue

4.8
Verified Homeowner
City Of Westlake, on Apr 15, 2021

I am extremely pleased with the warranty/customer service team. I always receive prompt response from the customer service team, not to mention they are so friendly and accommodating. [name removed] and [name removed] the Superintendent are the best, excellent service provided with a smile.

5.0
Verified Homeowner
City Of Westlake, on Apr 14, 2021

After closing, my house had several quality issues (moldings, wall painting, electrical, irrigation system, vanity mirror, damaged tiles). Those issues made me deeply regretting the house purchase. Mr. [name removed] was designated the customer care service for my house, which I am glad [name removed] did it. Mr. [name removed] has been made an outstanding job of getting the house quality issues fixed in a possible timely manner. He is super organized, very polite, and strongly customer-oriented. Thanks to his diligent job my previous perspective of [name removed] has been shifted, from having the worst opinion to a better opinion about [name removed].

4.9
Verified Homeowner
City Of Westlake, on Apr 14, 2021

Customer care experience has been great. Everyone has been extremely professional in particularly Mr. [name removed], who has answered all our questions and has handled any issues we have encountered.

4.6
Verified Homeowner
City Of Westlake, on Apr 08, 2021

Have fix the problems with our house like grout in shower, glue on hard wood floors.

5.0
Verified Homeowner
City Of Westlake, on Apr 07, 2021

[name removed] gets sh.... done! Him and [name removed] are the best! Thank you making this experience a lot better!

5.0
Verified Homeowner
City Of Westlake, on Apr 01, 2021

Service care is excellent. Very helpful and responsive. Whenever I report an issue [name removed] or [name removed] would come right away, and schedule the fix. My husband and I are happy campers.

5.0
Verified Homeowner
City Of Westlake, on Mar 28, 2021

[name removed]’s team provides great customer care. I always received prompt attention with any issues that occurred. [name removed] the Superintendent is exceptional, he has superseded our expectations with customer service.

5.0
Verified Homeowner

MOST RECENT 20 HOME OWNERS' VERBATIM COMMENTS - 10-12 Months after Move In
Purchase Experience Testimonials from Real Homebuyers

City Of Westlake, on Apr 14, 2021

I would have preferred more communication throughout the building of my home

3.8
Verified Homeowner
City Of Westlake, on Apr 14, 2021

Great costumer service after closing with [name removed] from [name removed]

4.9
Verified Homeowner
City Of Westlake, on Apr 13, 2021

Great staff!!! assist with all issues that needed to be corrected.

5.0
Verified Homeowner
City Of Westlake, on Apr 09, 2021

Its been great, but I wish [name removed] would give a longer warranty on my roof. One year is not enough.

5.0
Verified Homeowner
City Of Westlake, on Apr 06, 2021

This is my second home with [name removed]. I previously lived in [name removed] Green (Minto Community) for 16 years. The care and patience put into the entire buying experience (kudos to [name removed] and [name removed] again), the building phase ([name removed] is amazing), and the home follow-up visits from ([name removed] and [name removed]) collectively were great experiences. The loan process ([name removed] [name removed]) and selling of previous home ([name removed]). All said, the interaction has been a no pressure, highly attentive, and tremendous experience for me and my family. Again all involved were like a super team. In fact, [name removed] promise to address a roof fascia issue for me, the gentleman went way above and beyond my expectations.

4.9
Verified Homeowner
City Of Westlake, on Apr 01, 2021

Several minor quality matters - should be resolved during 1st year review coming next week. Slow in putting in basketball courts and adult pool. Sidewalks have numerous issues, some are a liability to [name removed]. Some street lights (which have been reported) have never worked. And, [name removed] seems to be disengaged as to homeowner upkeep of front lawns (mowing, edging, weeds, etc.).. Overall the home is nice but the community a disappointment (which can be fixed if [name removed] is serious in delivering a quality experience).

4.5
Verified Homeowner
City Of Westlake, on Mar 31, 2021

When I moved here it was a lot of things that had to be fixed again a lot of things not quality work you have a pool quality control system nobody checks these vendors work thank God for [name removed] superintendent he finally got things done for me if it was not for him I will be living in the broken House that is brand new things are still being done To this day since last year After I closed it would be nice if somebody could get back To me there is a lot of people that are not doing their jobs and it’s only one or two persons that are picking up the slack from the other people that don’t wanna work thank you [name removed]. 15945 Whippoorwill Circle 917-886-5532 is my personal number I’ve had a business for over 30 years and nobody like this would work for me.

3.2
Verified Homeowner
City Of Westlake, on Mar 25, 2021

This is the true meaning of not only a good builder but one that cares about what they do. They go out of their way to assist you with your needs. Timely responses and followup. A year later and [name removed] is asking what I need and if there is anything they can do to help me.

5.0
Verified Homeowner
City Of Westlake, on Mar 13, 2021

love that any issues we have encountered have been resolved quickly. dislike that we closed and then covid hit (no ones fault lol)

4.7
Verified Homeowner
City Of Westlake, on Mar 04, 2021

Well crafted homes with great attention to detail. The options were endless to personalize the home as we wanted

5.0
Verified Homeowner
City Of Westlake, on Mar 01, 2021

Still waiting on some tile work from our 6 month walk through, perhaps it'll be fixed after the 12 month walkthrough coming up.

4.3
Verified Homeowner
City Of Westlake, on Feb 27, 2021

All is well with with [name removed] really appreciate it.

5.0
Verified Homeowner
City Of Westlake, on Feb 23, 2021

Thank god for [name removed]. If it wasn’t for him I would have a different view of [name removed].

5.0
Verified Homeowner
City Of Westlake, on Feb 22, 2021

The only thing that we were not happy with was the construction traffic on our street. We understand that house are being build. But, both sides of the road being blocked made it difficult at time to get out of our street.

4.7
Verified Homeowner
City Of Westlake, on Feb 19, 2021

Workers on new homes within community seem not to care that people are living within the community, alcohol drinking while on the job, trucks and cars parked to where residents cannot get by safely!

4.4
Verified Homeowner
City Of Westlake, on Feb 12, 2021

no one return calls ... the quality of workmanship is not good .imagine I never had my 30 days walk thru since march 2019 closing. I did an appraisal on my home to refinance and could not close because the sq ft I am told my home has and the sq ft recorded in the city is different. no one from [name removed] has tried to assist with this ... I have left numerous messages to discuss two lights never had a response . i also do not think it right that [name removed] restrict its clients from using their own financing. ...

1.3
Verified Homeowner
City Of Westlake, on Feb 04, 2021

I liked the zest with which Mr. [name removed] assisted me in correcting or repairing all my minor problems with the house. He was always very respectable, courteous and timely.

5.0
Verified Homeowner
City Of Westlake, on Feb 04, 2021

I loved the attention received from the very start from [name removed]. Wonderful personality, patient, and helpful. [name removed] the builder walked me through every step and was helpful as well. [name removed], my Master care rep is excellent. Don't have enough space to write and describe how wonderful of an experience he made of what is suppose to be the worst part. Always ensured that any issue would be covered and was confident of the quality of the home that was built. Really a pleasure working with this group.

4.6
Verified Homeowner
City Of Westlake, on Feb 02, 2021

the house overall looks really good

5.0
Verified Homeowner
City Of Westlake, on Feb 01, 2021

Over all great community and friendly staff.

5.0
Verified Homeowner