Tuesday, July 1, 2014

SR... Where are you?!?

I'm not going to lie. I haven't felt great with our SR from the beginning. As I wrote in the previous posts I feel like she's pretty non responsive at times. Now that we signed the contract I feel like it's even more so.

When we first visited Ryan it was in April. She was on vacation so we had to make an appointment and come back at a later time. So we did just that. When we first met her I was actually pleasantly surprised. She was very friendly and accommodating. The first meeting was good. The first quote we got was for a fully loaded Rome and it was staggering. We had a bit of sticker shock and left pretty flustered.  We went home to think about it. She never contacted us to see  if there was anything she could do to help us, which I found entirely odd in the world of commission based sales...

We then visited another community where the model home was the Naples. We knew that the Naples was a better fit. We met with that SR and she was AWESOME! She gave us the quote, showed us the lots, and basically answered every question. Sadly, we do not like the school districts out there so we had to pass. Armed with the new quote we contacted the SR from Shorewood so we could work on numbers for the Naples. She got back to us quickly and gave us a quote for Shorewood. We got to discussing it and decided to make an offer. We had read many blogs about Ryan Homes and some of the incentives offered were just amazing. For Shorewood at the time it was a paltry $5,000. With free finished basements and free morning rooms swimming in my head we made a low offer on what she had presented us with. We were then met with a joke of an offer back where they basically removed the $1,500 lot fee. We basically called it used car salesman tactics and told her such. Without insulting anyone the way I wanted to(seriously! $1,500!) we just thanked her for her time.

Before healthcare I was in commission based sales. I knew if I didn't call, email, text, or smoke signal people I wouldn't make any money. Well, this one really dropped the ball. She never did a follow up call or email to see if there was anything she could do. Never got an update on incentives or anything. After we looked at other developments and resales we decided that we really wanted to build. We remodeled our current home to perfection and we knew we couldn't do it again with a toddler. Building is the way to go. So I decided to reach out to the SR. She then called back and said they were offering a free morning room. WONDERFUL, WHEN WERE YOU GOING TO CALL?

We put our house on the market and had an offer in 2 days. We made an appointment with Ryan, wrote up the deal, went to our appointments, and have all the ducks in a row. We are waiting on a build date at this time.

Now the reason for this post... I emailed her on Saturday asking if a water softener was included with the house or if we have to purchase one after the fact. No response. She's now on vacation from the 1st-10th. This is not a small purchase. I'm not asking for instant communication, but no response leading into vacation? Come on. We haven't met the PM yet because we haven't had a pre construction meeting so I can't ask him.

The kicker... There is another sales guy who is now working at the development. We have met him on instances when we stopped in to see the model or get other information. Can I tell you guys that I freaking LOVE HIM. Why couldn't he have been out SR? He's from the west coast and super laid back. He doesn't pressure you at all. I wish we would have been able to change cause I feel  our SR and her communication issues are going to be an issue for us.

How were all of your SR's?


9 comments:

  1. Oh nooo sorry to hear this! I can say that our SR was super when we first met her...not that she is bad now, but I can surely tell the difference. I personally felt like after we signed the line, the "sales" personality left the building. One day we called her from our land-line to ask a question, and she said "Oh, I didn't recognize the number. You guys are sneaky!" I was thinking....Nooooo...my cell was dead so I used another option. WTHeck! Oh, and yes, there had been times when we called her from our cell and she did not pick up the phone. So again, all the nice, "always here if you need anything" attitude flew away.

    I hope things turn around for you all!

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    1. Eboni-

      I'm telling you! I can't believe she said you "tricked" her! Unreal! We are going to the model today to see the other SR and get the question answered... Since ours is on vacation now...

      How's your build going?

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  2. Hi Bridget! I'm so excited to find another new Ryan blog! We're building a Rome in SC (aromeofourown.blogspot.com), and it looks like we are on a similar schedule. Fingers crossed for a pre-Christmas close! I also agree with you on SRs, its kind of a strange relationship. I can't get a good read on mine, she has been really responsive and helpful, but I get the feeling she finds me a little annoying, lol! I think I have been asking more than the usual amount of questions. I hope you get some resolution soon!

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    1. Going to follow your blog right now :)

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  3. Bridget, if you really like this other sales rep, I'd ask if you can work with him. No guarantees and different situation, but we were able to continue using the first sales rep we met with even though she changed communities.
    We really, really liked our SR. But honestly after the pre-con meeting they seem to be pretty much out of your life. Hope you like your PM... that was where our big issue came in ... and you're stuck with them for months and months.

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  4. Yup, we're keeping our fingers crossed for a good PM. I'm a construction savvy guy and am not one to be BS'ed. I'll be polite as anything, but don't pull the wool over our eyes if there's an issue. We're also going to have our own Inspector come for pre-backfill, pre-drywall and final. We hope to keep issues to a minimum.

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  5. Wow! We went through the same thing these past few weeks! After visiting the model / neighborhood for several months, we finally decided to pull the trigger and build with Ryan Homes. We had the contract meeting with our realtor there and our SR gave us the "I'm here for you guys, always available by email" comments. Well, we made an offer on the cost estimate price and he told us we would hear back the following day by noon. Didn't hear back from him for 2 days. And after that, my realtor had a hard time getting him to reply for meeting dates, sending over the scanned copy of documents, etc. The other two SRs we had dealt with from other models were way better, even knowing that we wouldn't be buying in their developments. My realtor ended up contacting the customer service rep to see if we could switch SRs. That prompted a personal phone call to us from the customer service rep and an apology email from our SR. We will see if things get better, but some SRs are WAY better at communicating than others. And, like you said, this is no small purchase!

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    1. How is your SR after all that? Did he change for the better?

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  6. Ours just drops the ball on so many levels. I don't understand it at all. The thing that kills me is sales relies on referrals, word of mouth, and just excellent customer service! I actually have a friend who is interested in building a home in the same sub we are. I know for a fact I'm going to have her go to the new guy. I don't want her to go through what we are.

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