Business ProfileforEQ Homes

eQHomes ******** is unwilling to breakdown their pricing of an extremely over-priced ********** (>$10K) custom staircase upgrade, hiding under the guise of Real Property law that they cannot disclose confidential supplier information. I am NOT asking for their suppliers information. I am asking them to breakdown the eQ pricing they provided to me to detail the eQ pricing of all staircase materials (same flooring materials as in the rest of the house) and separate labour cost details (estimated hours).It is very clear they do not want to breakdown this pricing because the over-pricing will become blatantly obvious, especially when compared to the other custom floor pricing for the rest of the house that they did breakdown at cost per square foot.In the *************************** Act under Retail law, a detailed breakdown MUST be provided to clients so all charges are clearly understood, especially ********** items.It is a very sad state of affairs that home buyers do not have this same, even more-so needed protection on the Real Property side, for the most important and biggest purchase of our lives, enabling greedy Builders to ***** vulnerable home buyers who have already committed to buying a home in this very uncertain real estate market and very difficult economic times.Not only did eQHomes take their time in providing the custom pricing, missing their own imposed deadline several times, once they provided all the pricing, they initially only gave an unreasonable 1 DAY notice to sign for all the upgrades, still without a breakdown for the custom stairs, whereby they threatened to only install Standard offerings in the home if still unsigned by deadline. After insisting for more time and suggesting other reasonable options, they were only willing to extend the deadline by 1 week, still without a staircase breakdown.Shame on eQ Homes for their corporate greed and their unwillingness to resolve this blatant over-pricing matter in good faith.

Dear ******************,As you know, we are aware of your complaint and have been in communication with you over several months to resolve it, including a case you opened with the ************************************** (****). As noted in the **** documents, we know you were advised by a member of our Sales Team that your staircase could be upgraded for a cost from standard carpet. At the Design stage, our Design Team explained that the stairs could not be upgraded from carpet. In recognition of the oversight at the time of purchase, we agreed to give you the option to upgrade your staircase to vinyl at a cost. You were provided with an approximate cost, which you disputed. You requested a breakdown of the cost and were adamant that the cost be comparable to a personal home renovation experience of yours, which it was not. As the **** has communicated to you in October of 2023, they are satisfied that we acted fairly and are taking no further action. Their letter reads, After reviewing your correspondence, the **** is satisfied with your position related to the complaint. As mentioned, as a vendor, you are not legally obligated to provide a comprehensive breakdown of costs to you clients. This was communicated to your client, Ms. ************************** in a professional manner. Furthermore, your client willingly agreed to and signed off on the pricing for the vinyl staircase. At eQ Homes, we pride ourselves on providing an exceptional customer service experience, and we believe we have gone above and beyond to satisfy your many questions and concerns on various aspects of this home. Our hope is that we can mutually cooperate moving forward and that you feel assured that we have reasonably responded to address your concerns. We hope that you will continue to communicate with our team to complete your home on schedule. Thank you eQ Homes

The person who assessed my complaint that eQ Homes refers to in their response, issued her decision and closed my complaint without speaking with me beforehand I spoke directly with her afterwards and although she sympathized and agreed with me and my ask on a personal level, she explained there were no further actions her organization could take, due to lack of protections for home buyers under Real Property law, which is very one-sided in protecting builders, who are becoming even more wealthy by over-charging hard working home buyers for custom upgrades without any recourse so Home Buyers Beware!!I also disagree with eQ Homes regarding their over-priced staircase which is actually very comparable and a lot less complex than the significantly less expensive and much more complex (curved/open-ended vs closed) staircase that was recently completed in my current home by a very reputable and long-standing ****** flooring company, who was very responsible in breaking down all pricing, ensuring clear understanding that is required in Retail law. I would have hired this flooring company again in a heartbeat for my new eQ home, especially knowing what i now know in hindsight, but wanted to avoid having to live through the very messy construction **************** again for health reasons.So Im still very disappointed and very dissatisfied with how poorly eQ Homes handled this matter, especially when they actually believe they provide an exceptional customer service experience. This ******************** Review tells the story and confirms eQ Homes truly has no clue or understanding of the meaning of exceptional customer service!