We love the floorplan, design and features of our house. With that being said, this is the 3rd home we've built and has been by far the worst experience. Eagle Creek treats their employees and contractors poorly and there is a constant revolving door of employees. The only folks that stick around long term are the owners and the dishonest lackeys.
We emailed, called and followed up numerous times on our one year warranty punch list but never got the majority of the items fixed. Typically we'd get no response at all from Eagle Creek and if we did get a response it was a blow off. They also churned through at least 3 warranty administrators during the timeframe we were trying to get the repairs completed. Exceptionally dissatisfied with their response to this but ultimately let it go because I got tired of fighting with them.
My second major concern (noted by others) is the drainage, or lack thereof, behind our house. Our yard was not properly graded and subsequently water pools in our backyard. This has been an issue since day one but has been exacerbated in the past 3-4 months as additional construction followed by additional water runoff occurred behind our house. We've had a pool of water at the edge of our property since at least June and Steve Hunderman and Eagle Creek refused to take any responsibility for the issue despite the fact that the Kent County Drain commision confirmed that the grading was the issue for the pooling water. First, Steve gave excuses as to why the couldn't grade the land as it was a 'drainage easement'. He then flat out refused to resolve the issue.
Overall, our experience with Eagle Creek was very poor. Dishonesty and snake oil seem to be what they're actually selling--not 'your home, your way'.
While there were highs and lows throughout the entire build process, ultimately we would say that the lows outweighed the highs. The biggest misses from our perspective were as follows:
1. We communicated that we wanted a FLAT yard from day 1 to Eric (sales) and ended up with a large drainage ravine that takes up 1/3 of our back yard. This could have and should have been brought up during the lot selection process. We got the impression that he was more interested in selling us the lot than he was meeting our needs.
2. There is a MAJOR disconnect between the designer (Wendy) and the PM's. There were literally dozens of things that we needed to communicate multiple times and babysit to ensure they got done.
3. We communicated up front that members of our family had severe mold allergies and requested that measures be taken to minimize mold presence in out lumber. After our trusses were received they were installed and were extremely moldy. When we requested that they be remediated, it wasn't until 4 weeks of adamant follow up that anything got done.
We are happy to be in our house now, but the whole process of building with Eagle Creek brought far more frustration and tears than it is excitement and laughter.
Areas Of Satisfaction - Quality of build, trade knowledge
The team was very nice and professional. The steps and process went very smoothly and the team always communicated with us. I appreciate their thoughtfulness, since this is a huge project! In my opinion, their home designs are unique and better looking than most!
Overall great experience with Eagle Creek and their team.
This was our first time building a home. We were nervous, based on other’s experience with building—“it will go over budget” “it will take so much longer than they say” etc. Eagle Creek was thorough, honest, upfront, high quality, great at communicating, helpful, stayed in our budget, kept an incredible timeline even during a pandemic, and made this experience better than we could have ever imagined. We love our home! Thanks to everybody at Eagle Creek!
They have good process and people who know their business
Customer Suggestion - Keep up the great work people will choose you based on your systematic process, I look forward to working with you on our project.
Additional Comments - I continue to be impressed with the team, they are responsive, thorough, and provide value engineered options, while maintain a very professional process that makes them a chosen partner.
I recommend them because they are very professional, reasonable and organized.
Eagle Creek builds high quality homes not just a house. Although their plans are wonderfully laid out, they pride themselves on designing custom homes and are willing to deviate from their original plans. The owners genuinely care about you and go the extra mile to work with you and make sure you love your home. Bob, always pleasant, is amazing; he will answer calls, questions, at any time. If you have built before, their process may be different from what you are used to and will require some adjustment on your part; but remember they have tried many processes and this is what works best for them to provide you with a quality and accurate building experience. Wendy, however, shows this flexibility goes both ways as she tries so hard to make you feel comfortable as well. My advice, ask questions to help you understand their process and why they went this route. If this is your first build, fabulous! Their selection process is easy and they have updated colors and styles to choose from. Their pre-constructon meeting works well to make sure everyone is on the same page and a great way to problem solve, if necessary, before construction is started. Matt, my project manager, has already reached out with a personal phone call and willingness to stop and answer questions or just visit to form a relationship. Regarding financing, I did my due diligence and their finance person at Macatawa Bank provides the best rates; the process definitely will go more smoothly since Macatawa is familiar with Eagle Creek Homes. Jared obviously loves his job and is willing to spend time with you to make sure you understand the financial side of the process. They have not started construction yet but I anticipate a positive building experience.
We have been very pleased with Eagle Creek and their commitment to my satisfaction. They quickly address any concerns in a professional manner. I would highly recommend them!
I'm very unsatisfied with our end result. We love our house, but as soon as we paid our final bill, the service from Eagle Creek took a nose dive. We have had numerous details completely missed and take forever to get any traction on completion. It is very evident that the quality of home we asked Eagle Creek for is far above their normal. After 3 months we still have bare wires hanging from our walls. At this rate, we will still have issues after our warranty expires and we will be out of luck. Pick a different builder.
Customer Suggestion - Continue to provide proactive updates on the proposed and actual timeline.
GuildQuality partners with it's member companies to survey their customers and collect detailed feedback on their behalf. By administrating surveys as an unbiased third party we ensure that customers have the oppurtunity to express their true feelings about a project and that members get the most accurate and detailed feedback possible.
When a survey contains the "Review" question, that customer's answer will show up on the member's profile page as a public review. Members have the option to turn off reviews but cannot hide individual reviews. It's all or nothing. This means that any reviews you see on a GuildQuality profile page are real comments left by the customer and verified by GuildQuality.
Each item listed under "Customer satisfaction" represents a specific question asked by GuildQuality to customers of Eagle Creek Homes as part of our survey process. The bar graph and percentage next to the question stand for the percentage of respondents that were "Satisfied" about that particular question.
A customer is considered satisfied about about a question if they answered with 4 or more stars out of 5. For example if the "Communication" question is at 95% satisfaction that means that 95% of survey respondents answered that question with 4 or more stars out of 5 possible stars.More about surveys