ALICE SPRINGS NEWS
Date: 23 Mar 2010
Subject: Framptons New Home Broken Promises Group Meeting
From: Framptons New Home
Broken Promises Group (FNHBPG)
Alice Springs, NT
To: Framptons New Home Vendors David Forest and Andrew Doyle
1/78 Hartley Street
Alice Springs, NT 0870, Australia
1. First Meeting: We held the first
meeting of the Framptons New Home Broken Promises Group (FNHBPG)
Saturday, 20 March 2010 at 3 pm. The meeting was held at lot 7783
Greatorex Road, Alice Springs. The purpose of the meeting was to
determine the best way forward for the unfinished homes all commenced
under the Framptons “New Home and Land Package” banner.
2. Framptons Offer
to Assist: In your letter dated 11 Mar 2010, “RE:
CAREY BUILDERS PTY LTD”, you state, “If we can be of assistance …
relating the completion of your home, please contact either David
Forrest or Andrew Doyle to arrange a convenient time to discuss these
matters.” Our first resolution was to take you up on this
offer. A convenient time is during our next meeting on Saturday
27 Mar 2010 at 3pm at Lot 7783 Greatorex Road. We’ll be looking
forward to meeting with you on Saturday and listen to your plan for
moving these “New Homes” to completion. As your motto says, “We
put you first.” And, this is the reason we all had confidence in
moving forward with Framptons and signing up for your New Home
packages. We put our trust in your good name. In this
meeting you’ll have an opportunity to cement that trust by showing us
your plan for moving all these projects to completion. And, we’re
excited to hear how you’re going to do this within the parameters of
the “New Home” contracts. In other words, with the builder now in
liquidation, some customers have paid say 90% of the contract price,
but, preliminary builder estimates suggest only 50-60% of the home is
completed. We’ll be listening very keenly to how you propose to
make up this apparent shortfall.
3. Group Member Feedback: Unfortunately,
the feedback from the meeting was uniform. Uniformly
negative. It appears all meeting attendees are finding the
“Framptons New Home” experience extremely stressful; both financially
and emotionally. Some described it “a nightmare.” An
experience that is still on-going with no target closure date.
4. Broken
Promises: The promises made under the “New Home” banner
have not been delivered. This is very disheartening considering
the trust we all associated with the First National Framptons brand
name. Was our trust misplaced? Do we need to get the word
out to everyone about our experiences with Framptons New Homes?
You could easily mitigate this negative fallout by simply delivering on
your promises. Your promises – given in writing – to every New
Home customer as follows:-
a. Promise: “It is our intention to make
this an exciting and rewarding time and therefore should we be able to
assist in any way please do not hesitate to contact me.”
You certainly have delivered on your promise to make it
“exciting.” What about the “rewarding” part?
b. Promise: “The total quote for the new
home includes a commission fee to Frampton First National to oversee
the entire project from start to finish.
A commission fee … interesting. What for? A question was
asked at our meeting: “How many people had a Framptons representative
there to oversee their project?” Not one person raised their
hand. Nobody in the meeting had any oversight support from
Framptons. Why would you tell us you were going to oversee the
project and then you don’t oversee the project? Is that proper
business practice? And, the next question, why were you paid a
commission fee for work not performed? Is that ethical?
Doesn’t that show Frampton putting money before the customer?
Do you need to change your motto from “We put you first” to “We put
money first?”
But, you can still make good on this promise as most of the homes are
not completed. Your promise is to oversee the entire project from
start to finish. You at least have the opportunity to make a good
finish!
c. Promise: “All communications between
the builder and you will go through the Framptons representative …”
Ok by us. Now deliver on your promise. Would you
communicate to the builder that we want our homes completed within the
contract parameters. That includes contract price and contract
deadline.
d. Promise:
“Frampton First National will be inspecting the building regularly
during construction to ensure quality and accuracy are maintained.”
We could not find a group member who could say you met this
promise.
e. Promise:
“They (Frampton First National) will also be there at the Progress
Inspections with the builder and lender to once again ensure all
expectations are met.”
You’re probably wondering how many hands went up when the group was
asked the question, “Was Framptons at your progress inspections with
the builder and the lender?” You guessed it, none.
f. Promise:
“Frampton First National have provided this service through an obvious
need to provide a link between the design process and the builders in
the area. This process will allow a smooth transition from sketch
and concept through to design and construction of your new home.”
And, we agree with you, there is a need to provide this link.
Why? To avoid disasters. To avoid hiring a “shonky”
builder. To avoid all the potential pitfalls associated with
building a new home. But, instead of providing this service,
you’ve guided us down the path to disaster. And, then when
disaster hits, we can’t find you. These projects are not
completed. You promised to see them through completion.
Keep your promise.
We’ve all paid for your service (your commission). We expect you
to deliver. So far, you have not delivered. Group members
want to know: “Where’s the smooth transition?” “When do we get to
smooth?”
g. Promise:
“We take this opportunity to thank you for selecting Frampton First
National to provide this service, and look forward to being on hand
when you receive the keys from your nominated builder.”
Group members want to know: “When are you going to provide this
service?” When are we going to receive the keys and the completed
home? It’s not too late. There are still a lot of houses to
be completed.
And group members are amused by the phrase “nominated builder.”
We came to Framptons to seek such advice. Who is a trustworthy,
reputable builder? Who can we trust to see the project
through? And, you were right there to guide us. You told us
to go with Carey Builders. Your reasons as follows:
1. No other builders will quote.
2. All the other builders are too busy.
3. He’s been building homes for years. He’s got
a builders license and he’s registered with Housing Institute Australia
(HIA). No worries.
4. Local builders are too expensive.
Most of the group members agree; Framptons selected the builder.
We just agreed to it based on our trust of your business. Again,
we ask, “Was our trust misplaced?”
5. Way Forward: We’re looking forward to
meeting with you on Saturday to hear your plans for getting these
building projects completed. This is your opportunity to make
good. To do the right thing. To do what you promised.
To do what you got paid to do. To show us and the wider community
that your slogan is not just a meaningless sound bite. When you
say “We put you first” you mean it.
Very seriously concerned FNHBPG members,
Name
Framptons New Home Address
Dave & Marieta Ives
Zeil Street
Judy and Tony Kruske
Jennerae
Drive
Amanda and Trent Abbott
Albrecht Drive
Priti Easo and Biji Samuel
Jennerae Drive
John and Blythe Stafford
Corkwood Place
Murray and Brigeda Stewart
Jennerae Drive
Rebecca and Rick Duncum
Corkwood Place
Danny and Sarah Dick
Jennerae Drive
(names withheld)
Jennerae Drive
(names withheld)
Wedelia Place
Alan Fisher and Denise Saunton Albrecht Drive
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