Our staff is working from home, we are conducting virtual sales meetings, and we are practicing social distancing. Only one trade is on a jobsite at a time. Michigan is closed down except for essential services, which does not include us.
Heartland has a good team overall. From home selection, design phase, interior selections, home property layout and finally warranty, Heartland fit the bill they promoted themselves as. I believe our overall experience would of been completely ideal with some improvements from the project management side of things.
Customer Suggestion - Keep doing what you are doing!
Additional Comments - Informative group, team setting. Overall good experience to this point!
Great knowledgeable team. Easy process. Enjoyed the flexibility to really customize the home.
Change Order Process - Easy process to understand and execute.
Areas Of Satisfaction - Overall, we loved the design and build process Heartland has created! We liked being able to help create the drawing of our house and use the design studio to pick our finishes - while being able to purchase items on our own (like lighting). We LOVED being able to see the cost of our home before anything began, so it wasn't this black hole of not knowing what to expect money wise. We also really appreciated being given a definitive move it date.
Co-Construct SAC - Good tool and helpful.
Suggestion - Rich and Cindy have a great business. We appreciate how genuine and honest they were. They were relatable and easy to talk to, which made the process easier for us.
Additional Comments - Thank you for building our forever home!
Everyone has been great to work with and there has not been any surprises in the project so far (though excavation).
My wife and I were very pleased with the home that Heartland created for us. After a year, we are still loving our home and the support that heartland offers to us.
Additional Comments - We've really enjoyed working with Rich, Cindy, Theresa, Steve and the whole team (I'm sure we'll get to know others as the project continues)! And we can't wait to watch the house develop ... and to move in!
I have made three recommendations so far.
Additional Comments - We just started construction, but through the design phase, Heartland, Rich, Cindy and Steve were very helpful. The use of the architect in the 3D design modeling, was very beneficial. Rich is extremely knowledgeable working with the chief architect, as we sat and looked at the 3D images, and decided what we wanted to do. It was easy to make a change, and visually see the change to see if they is want we wanted.
Recognized Excellence - I would like to recognize Steve Van Viltd (?). He did a phenomenal job working through some of the issues. He was very technical and worked through some complex issues to get resolutions.
Problem Resolution - When we bring up issues that need to be addressed, we get a sense that Heartland Builders cares about resolving the issues in a timely manner and respond professionally.
Areas Of Satisfaction - Home selection, design phase and selections process were pretty seamless considering there is so much information that needs to be documented in designing and building a new home.
Co-Construct SAC - Co-Construct is a great tool when used 100% correctly by all parties.
Additional Comments - Thank you, Heartland Builders.
Areas For Improvement - All good
Areas Of Satisfaction - Honest and easy to work with as well as punctual. Upfront about costs allowing you know what your getting before the project starts. Organized. Overall
Additional Comments - We enjoyed working with Heartland. They have a good system and are great people.
Areas For Improvement - Expectations exceeded on all levels.
Co-Construct SAC - Excellent tool, even for someone without a construction background. The level of detail was extremely educational from start to finish.
Suggestion - Keep doing what you do best...your commitment to quality elevates simply building a beautiful house to creating a future for your clients.
Additional Comments - Thank you...we were so blessed to have the Heartland team along with us on this journey to build our family’s forever!
Any Changes? - We love our Heartland home and would not change anything!
Recognized Excellence - The entire team for sure! However, we must single out Ethen Weaver who has been our primary source for our periodic warranty visits and follow-up. He communicates extremely effectively, is flexible when necessary and is such a pleasure to work with.
Suggestion - Keep doing what you are doing...we are so blessed to have our forever home built in a manner that met or exceeded each of our expectations. Our nest may be empty now, but our new house naturally became our family home and we have no doubt that it will always be a special place for our boys to return.
Interior Designer Recommendations - I would like to get her a 5 rating.
Additional Comments - Heartland made the process easier than expected. We have never built a home before and with their tools and expertise it was a great experience.
Budget - We knew the budget and kept on track through the process.
Change Order Process - With the design guidance we had, we had very few change orders in our build process.
Co-Construct - It is a very efficient process to manage the communication between builder and us.
Schedule - The only variation was the weather. The end schedule turned out better we got the house finished ahead of schedule
Clean & Safe - The contractors did an excellent job with the house.
Quality Of Materials - It has exceeded our expectations. Heartland uses quality materials and contractors.
Problem Resolution - A new home is a complicated project and the home is working well for us and we are pleased with the results.
Schedule - We finished ahead of schedule. It was a pleasant surprise.
Value - We are very comfortable with our expenditure and end result.
Likely To Recommend - Absolutely I would.
Areas Of Satisfaction - I am most satisfied with the project management process with Co-Construct It is absolutely an incredible tool and I am glad they use it in their process.
Recognized Excellence - I just had a wonderful experience with everyone. Ethan, in warranty, and Nathan, project manager, provided exceptional service.
Areas Of Satisfaction - I was most satisfied with the quality of construction.
Sales Attentiveness - We always feel like Rich cares about our home and the team spirit of the process. We have confidence heading into the construction process now. It feels like things have really come together, and we're excited for next steps!
Value - We feel like we've made a good investment in our home by working with Heartland. The care of construction and quality of materials means a lot. Additionally, our situation ended up requiring a lot of iteration, and our plan had to evolve significantly late in the process due to factors beyond our control. Rich was very generous and supportive as this unfolded. We ended up with a stronger plan for an even better value overall, which is a big credit to Rich's commitment to us and our home. We don't want to take this for granted... many of our friends and family have built homes, and it seems like it's a rare builder who would respond with that kind of generosity and patience.
Co-Construct SAC - Love the transparency of seeing everything, learning about the different aspects of our build, and being able to choose even the most specific of selections... it was a lot to take in, but when we had to adjust our budget in the 11th hour, Co-Construct was essential. We knew exactly where to look to save money and could focus on line items here and there, rather than feeling like the budget was a "black box."
Additional Comments - Many thanks for all the hard work to get us here!
Likely To Recommend - A neighbor down the road stopped by to ask about our builder and we highly recommended Heartland Builders to them. Unfortunately, they decided to do a major remodel rather than a rebuild and after looking at your website decided that you were too "upscale" for them. (I think that's a good thing! I also told them that I didn't think you did remodels.)
Easier Than Expected - Overall, yes!
Areas Of Satisfaction - The truly collaborative nature of all staff. Everyone sought to work together to brainstorm, problem-solve, or negotiate. The collaborative approach made for a product that was better than any one person could have accomplished on their own.
Suggestion - Just keep being you!
Likely To Recommend - Already have
Areas Of Satisfaction - Everyone was professional, highly competent and timely. Our experience could not have been better.
Co-Construct SAC - Loved it! It was great to be able to refer back to selections we had made without having to bother the builder.
Likely To Recommend - In fact we have referred a number of people who were looking to build a home to Heartland.
Any Changes? - there is nothing structurally or layout wise we would change. We love our home.
Sales Attentiveness - Rich makes you feel like you are his only client, even though we know he is very busy. He is genuine and so easy to work with.
Drafting - We have felt included in the design process from the very beginning. Carl was amazing to work with!
Selections - Co-Construct was a great way to allow us to make our selections without having to drive all over town. I appreciated how the prices were included and it make making our selections so easy.
Understand Building Process - A large reason we chose Heartland Builders is because of their process. Everything has been clear to us since Day 1.
Professional & Organized - Every single person we have worked with has been extremely organized and professional!
Additional Comments - We have been so happy with Heartland Builders. Everyone told us how stressful building a house is, but we have not felt any stress because the team is so organized and helpful. Every single person on the team has been amazing to work with. We can't wait to see our finished house and we are so thankful for Heartland Builders!
Warranty - Heartland has been hounding us to resolve warranty issues instead of the other way around. They actually reached out to us every three months to remind us to update warranty issues with the house and to do a walk through to see any problems we had.
Additional Comments - Now that our house is built and the warranty period is over we are kind of sad that the process if over. Heartland is a fantastic company to do business with. Usually when you see a perfect score for a survey like this it means the individual didn't think much about the questions. I thought long and hard about each question to identify an opportunity for Heartland to improve. I couldn't think of one. They truly were a pleasure to work with, without a single exception.
Any Changes? - Nothing it is exactly what we wanted.
Suggestion - Heartland Builders did a phenomenal job so happy we picked you.
Co-Construct SAC - This is a fantastic tool for ensuring great communication during the pre-construction process. We loved the detail - specifically around decisions, costs and product choices. Its great for tracking decision-making over many months, rather than depending on emails and memory.
Additional Comments - Heartland builders has gone above and beyond the standard customer/builder relationship. They are so customer focused and always positive - always willing to answer questions, meet us at the property, and make as many revisions as we've requested. This team has an amazing customer service culture that is truly based in a desire to provide the customer with the best building experience possible. It's obvious... they love what they do.
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 Heartland Builders 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