Excel Homes
Reviews and Complaints

Charla & the Excel Sales Team have been amazing since the start of the home purchase process. Before building, we heard horror stories from friends and family who dealt with builders, from finishes not being completed as expected, to possession timelines being pushed past the promised date, and for substandard customer service. This is the opposite of our experience with Excel Homes and their staff. Charla and her team were always friendly and helpful. They kept us up to date on the progress of our home and sent us pictures via e-mail whenever we requested (we lived in Edmonton while our home was being built in Calgary). Her team always responded to our e-mails in a professional and timely manner. The Excel team did a great job making us feel comfortable for the entire process, from the initial sale to post possession. We were provided with guidance from the Sales team when we were initially choosing our interior finishes, and if any concerns arose, we felt comfortable bringing them to the table and reassured that they would be taken care of. While our home was being built, we were contacted by a complimentary concierge service to ensure that utilities were coordinated prior to possession which alleviated a lot of stress and planning this ourselves from another city. After we took possession of our new home, Excel maintained constant communication if/when any concerns arose and addressed them immediately. Not only were we provided with excellent customer service during the build, but we felt that this was extended to post possession as well. To anyone who is considering purchasing a new home, I would strongly recommend checking out Excel Homes. They build beautiful homes and provide amazing service. We are extremely happy with our new home and are so very appreciative of the entire Excel team.

I'm writing this review because I had a really bad experience at Excel Homes show home with a sales associate. I don't remember his name, but he was really rude to me and treated me with no respect. I asked him some questions about prices and lot sizes, and he accused me of being a mystery shopper. I had no idea what he was talking about, and I wasn't one. I reached out to the sales manager, but I barely got an apology. I decided to go with a realtor and bought my forever home somewhere else. I don't think it's a good excuse that the sales associate thought I was a mystery shopper. Also, someone posted a review mentioning me and saying that I wasn't nice, but I don't think that's true. I only asked questions and got abrupt answers. I never said anything about building with a competitor, and there's no way he could have known I was pregnant. Poor business practices, sharing customer info.

We built our house in 2014 and we've had a lot of problems. Most were small and we could handle them, but we have three big and ongoing issues. Issue 1: Our house won't heat past the first floor (we have three floors) and they said it's normal. We fought for a long time, had several customer representatives out, and they said it's normal for the house. They gave us statements like "the third floor will get some heat, then the sun will do the rest" and "keep all your vents closed and maybe it will heat." They told us the furnace is the right size and everything was fine, but clearly it's not. Several HVAC people have told us our furnace is defective and needs to be replaced. A 7-year-old furnace is defective already?! Issue 2: We have constant attic ice leading to a soggy ceiling, ruined drywall, warped attic hatches, damaged lights, damaged molding, and who knows what else is happening in the attic. Yes, I know chinooks can cause attic frost and some moisture, but the amount we have been getting is more than just a small amount. It rains from any possible opening or crack whenever it starts to warm up. We tried dealing with this after it happened the second year, and they brushed us off saying our warranty is up and they don't deal with that. We fought and fought for someone to come out, and finally, when we did, the "new customer rep" only does fencing and decks. Pardon? Long story short, he was useless and had no idea what he was doing or looking for. We tried to get someone else, and they never called us back. We tried up until COVID, and when someone was going to come out, lockdown. Issue 3: Moisture in our basement. The front and back wall both bottom plates are turning black and are very soft. The concrete walls are all very well. The floor is constantly wet. The same fence and deck guy looked at it and shrugged. Now there is a large crack that is raised that extends from one wall to the other. Frankly, I don't know what to do about that. Excel needs to answer for this. I have 2 young kids, and I can't have them exposed to toxic mold. ANHW doesn't care and won't do anything. Excel played around so much and avoided any questions for 7 years that we have major issues on our hands. Other folks have had issues in ***, so I am not alone. These people are terrible. They don't care about customers. And don't get me started on the buying process. The lady we had in sales was awful.

Excel Homes is not a good home builder. They don't seem to care about the purpose of each area in the home. They didn't follow the contract or building standards. They also have poor communication, progress tracking, quality control, and customer service. Here are some examples of the problems I had: 1. They installed the wrong color window frames. I told them many times, but they didn't fix it until I insisted. 2. The keys they gave me didn't work on my basement door. They had to change the locks. 3. They didn't install the second hot water tank that I paid for. 4. The flooring transitions are bad quality and they didn't install transition strips. 5. The carpet has sharp edges. 6. I can hear water dripping in a column. 7. The granite they installed is not the thickness I paid for. Overall, Excel Homes doesn't care about their customers. They don't build homes to standard or contract. Homeowners have to fight for quality. The employees seem to work hard, but the company doesn't support them.

I waited a year to write this review about Excel Homes. My experience with them started off well, but it quickly went downhill. I wanted to move to Cochrane and Sunset Ridge seemed like the best choice. I worked with a salesperson named *** and we agreed on a house design. However, when I was ready to sign, they changed the design without telling me. I felt betrayed, but I didn't want to start the process over again, so I agreed to the new design. Working with the new sales manager, ***, was not a pleasant experience. She was rude and unprofessional. Excel did not take responsibility for their mistake and their legal wording in the contract was concerning. The house was completed late due to COVID and there were issues with inspections during construction. After moving in, I noticed many issues with the house. The paint was easily scratched, the walls were thin, and the quality of the faucets, sinks, and tiles was poor. There were also issues with the stairs, siding, and plumbing. However, the warranty person, *** was a star employee and did a great job addressing my concerns. The one year warranty inspection went okay, but there were still outstanding issues. Living in a construction area was tiring and the crews did not clean up after themselves. Overall, we are happy with our house and the community, but I would not build another house with Excel. Other developers may use better materials and have better customer service.

Charla and Josip in Mahogany are AMAZING! For a first time home builder the knowledge and experience was so helpful in this very overwhelming process!

Excel warranty specialist Donald *** is very rude. On the 11 month Trade Day, he really made me mad. He pointed at me with a screwdriver. I did not response at first, then he said: "You are rude." His behavior is rude. I responded immediately, I pointed at him: "You are rude. I didn't do this. You did this, You are rude." More than 4 months, I did not hear appologies from Donald *** Only two managers of Excel wrote to me "Sorry to hear the experience". I wanted to discuss to fix issues of my house, however he acted rude to customers. I don't understand why Excel has this kind of staff. Guosheng

I do not own an Excel home but had Excel build infill on either side of me. Their contractors were rude, leaving garbage and excess building supplies in our yard throughout the winter, ruining what was left of our landscape. The construction manager, Corey ***, has been leading us on for months as to when they will be repairing our landscaping as well as the damage that was done to our home during their construction. They have cracked our siding, knocked our mounted central air conditioning unit and knocked parging off the side of our house on top of having dug up our grass, final grade and killed our tree. I have emails from Corey *** stating that these complaints would be dealt with by the end of May, it is now July 7th. When my fiancee tried to speak to Corey, *** told him that I am a liar (even with the emails saved and forwarded to my fiancee). If this is how they want to treat people I can guarantee we will never look to Excel when we go to upgrade our home and we will NEVER recommend Excel to anyone.

Excel Homes fence was inappropriately unsafe and installed on their empty lot and has caused damage to our vehicle on May 8 (Saturday). We called the contact number on the sign and it was *** Homes, the construction manager of *** came right away on the same day to resolve it and they found out it was Excel Homes fence. We called Excel many times and have left voicemails and emailed them with pictures that day. I called the *** Reception office on Monday to follow up and also emailed her the same pictures. The receptionist said she will forward it to the construction manager to have someone follow up with us. I called again after 2 days and she said she will expedite it. After 1 week no one has called or emailed us at all. I wanted to speak to a manager but she can't give me any contact numbers. She gave me the Excel Customer *** number and same thing happened, they promised someone will call within 24 hours and no one has called back. It's been two weeks now and no one has contacted us at least to acknowledge the incident. We asked for the Excel Homes Insurance information and they won't give us the information. We felt abandoned and ignored. We felt their construction is unsafe and doesn't follow the guidelines. Based on our experience, Excel Homes has a very poor customer service, don't care about people and very unorganized. We hope they can fix this situation as soon as possible."

This is a quite long review but covers a lot about Excel Homes procedures, guidelines, workmanship, company's culture and values as well as their overall building process, warranty program and customer service so I encourage everyone to be patient and read though it all.(Specially if you are considering to purchase a home from them)I built a duplex with Excel Homes in the community of *** and took possession on June . I have had the worst experience with Excel Homes and will never recommend this poorly managed company to anyone! Their poor workmanship is unimaginable and a nightmare to live with, they have provided terrible and unacceptable customer service experience as every person I have dealt with in this organization somehow managed to ignore me and my concerns! The worst of it all is when they come to fix a something they will simply damage other components and can not even fix the initial issue! Very frustrating process, given that this is the biggest investment of my life! They have made the process of owning a new home nothing but stressful combined with lots of uncertainty and anxiety. Their company slogan is "Simplifying your journey home" but that is completely false as with their poor workmanship, lack of customer service combined with unprofessionalism of their staff/management, and unwillingness to do things right they only complicate the whole process of buying a new home. Within a few hours of possession I found numerous different deficiencies and defects, and that did not include the paint touch up that is required through various spots all over the house! The whole house needed to get repainted because there was many different spots on the walls that required touch up or had thin paint! When Excel came back to try to fix the paint issue, they carelessly used the wrong paint resulting in unmatched paint all over the walls so the whole house got repainted on a different occasion. I noticed some of the exterior issues 2 weeks prior to possession date so accordingly I sent an email to the construction manager and the sales manager but they both ignored my email and none of the deficiencies were fixed prior to taking possession! The quality control representative who did my possession date presentation did not even do a walkthrough with me to give me the opportunity to inspect the home and find those deficiencies with him! When I asked him if we should do the walkthrough, he simply said "it is not required!" On the possession date they presented me with a dirty house full of stains, residue and dust! I asked them multiple times to clean it but they just kept making empty promises and it was never cleaned in the end! I called the customer experience manager and addressed my concerns to her via voicemail but she just ignored my message as well! I took possession of this home on June 22 and up to today's date (Oct 14, 2021) there are still deficiencies and defects that require repairs. Excel Homes simply presented me with a house that was not completely finished on the possession date and required me to spend countless hours of my personal and work life to take care of these issue over the period of one and half year and it still has not been fully completed. Up until today's date there has been many visits from their workers, staff and management to my home in order to take care of these issues, these countless and never ending visits have taken a toll on my personal and work life as I have been working from home since March . Their poor workmanship and inability to do things right from the beginning caused heavy foot traffic to my home during a global pandemic putting the life and wellbeing of me and family in jeopardy and danger. With every visit they carelessly and without any respect turned my home into a construction site and did not clean up after themselves while still not getting the job done or damaging other components. I was responsible to clean up their mess, detect and find the deficiencies and then chase them in order to book the repairs hoping they will finally get it right. I have allocated countless hours of my personal and work life to having to call/email them to book the repairs and provide proof and evidence of issues, taking time off work to adhere to their workers coming back to do the repairs or meeting with their warranty team to advise of the issues (I spent most of my vacation days for this over the past 1.5 years). To make things worse there has been many times that the repairs were booked for a certain day and I took the day off work for it but they simply did not show up and had to reschedule (meaning I would have to waste another vacation day on them). My understanding of buying a new home was that I would not have to deal with renovations and construction at least for a few years, aside from the normal amount of defects and deficiencies with each new build home but when you build with Excel Homes it is a completely different story! Some of the defects and deficiencies are but not limited to: -Cracks in the foundation in various spots resulting in water getting into the basement causing water damage -Water leak from the roof on the porch as the result of roof shingles not being installed properly -Water leak from soffits creating puddles of water in the backyard in different spots close to the foundation -Roof shingles not being glued down properly so they were loose in different spots causing them to flip and flap while windy out causing a loud and scary banging noise inside the home (It took Excel Homes 3 months to finally fix this issue and it took multiple visits from multiple companies and in the end I had to find which shingles were loose myself by climbing on the roof) For 3 months straight my family and I were not able to get a goodnight sleep as the result of this issue and caused us to suffer from lack of sleep effecting our lives on many different levels -House not being painted properly (thin paint and damaged walls) then using wrong paint for touch *** resulting in un-matching paint all over the walls -LVP floors being deeply scratched in various spots as the result of their workers carelessly dragging the appliances on a new build home with brand new floors -Ceiling cracks on many different spots -Exterior stones not being installed properly as it had grout all over the stones and stones were damaged with many cracks and holes -Siding not being installed properly on various spots and had to be changed in many spots -Driveway concrete not being poured properly causing excessive cracks, pitting and a very slippery surface that made it impossible to walk on if the surface was moist and the temperature was below 0 degrees -Numerous holes of different sizes all over the Quartz countertop surface -Excessive noises from LVP floors, kitchen island and staircase -Various stains on garage floor, walls and porch steps In addition to everything mentioned above their workers continuously drove their trucks and equipment all over my property causing damages (I own a corner lot and it was not fenced for the first year), when I brought this up to their attention and provided proof I was simply just ignored and no action was taken. On many different occasions their workers left the fiberglass insulation outside of the homes that they were building and a slight wind caused the insulation to start to fly all over the neighborhood causing an unpleasant look and jeopardizing everyone's health in the neighborhood. I again brought this up to them and provided proof but no action was taken. Their previous General Manager "***" was very reasonable to deal with and aware of their numerous internal issues, he had good a sense of providing customer service and wanted to get things right but Excel Homes recently let him go as his way and procedures did not match the poor culture and values of Excel Homes. Due to my situation and the many defects and deficiencies, I was dealing with *** directly and when he was let go of I was forced to deal with their new General Manager "***", there were previous agreements which I made with previous GM but the new GM unethically did not honor any of those agreements. *** was extremely rude, unprofessional with no sense of customer service. He was screaming and yelling at me during the one conversation I had with him and falsely accused me, while not giving any care to all of the issues and what I have been though over the one and half years! It does make sense for *** to be on board with Excel Homes as their new GM as his lack of customer service and unprofessionalism matches the company's culture and values! I have been beyond stressed and frustrated throughout this process and feel like I have thrown away my hard earned money building with Excel on my first home! Building a new home is supposed to be an exciting and joyful event of one's life but as per my experience with Excel Homes it has been nothing but negative, stressful and exhausting. They have very, very, I insist very poor workmanship! No sense of customer service and are keen on making empty promises and excuses for their wrongdoings!AVOID BUILDING WITH THIS POORLY MANAGED COMPNAY AT ALL COSTS!

I gotta say, Excel Homes is pretty good overall. But I gotta complain about one thing - there's no hatch to get to the back of the house ceiling. And that's causing some serious condensation in both bathrooms. It's not fair that only the pros can get up there - us homeowners should be able to check things out too. So, Excel Homes, if you're reading this, please add a hatch so we can take care of our own homes!

I gotta say, I'm not too happy with Excel Homes. My driveway and garage are a mess - the concrete is peeling off like crazy, just like it did last summer. I'm starting to think they used some cheapo concrete or something. If my warranty still covers it, I want them to fix it up this summer. Thanks.

Took our house from Excel Homes on April 20. After few months, basement flooded after rain. Called emergency line and warranty people came. They said leakage was through window and installed extra metal plate outside window. They said it wouldn't happen again. But, in less than a year, basement flooded again. We called, emailed, and contacted in person, but no one is listening as warranty period is over.

We picked out a color and pattern for our new home, but Excel Homes told us we couldn't choose anything too similar to our neighbors' houses. We wanted blue, but they said no blue or gray tones. We agreed because we wanted our house to be unique. But now, we see that our neighbor's house is almost the same color and pattern as ours. We're disappointed and upset that our dream home doesn't have its own personality. We called our realtor, and he confirmed that it's the same color. We spent a lot of money on this house, and we feel mistreated and let down. Why didn't anyone pay attention to our neighbors' color scheme? This is a big mistake, and we want it fixed. Check out the pictures ***.

I moved in on Aug 31st and found out that the light in the fridge wasn't working. I called the service team the next day and they said they would fix it in 2 weeks. I also noticed scratches and dents on the fridge and asked the service team about it. They said they would look into it but didn't do anything. I also asked about the door not working smoothly, but the serviceman ignored me. I asked who was accountable for the dent on the side, but he didn't say anything. I also asked why my friend had a water filter in their fridge and I didn't, but the sales team hasn't replied to me in over a month. They take a long time to respond and forget everything I asked. I want my issues resolved or a refund for the upgrade.