Gehan Homes - Avalon

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I am a Realtor with almost 10 years experience and had one of the worst interactions with two sales agents at Gehan in Avalon, Katy and Melodie. My clients had chosen a plan and a lot and were ready to sign a contract when we went in. They only had a week left in town to get into the design center. We were told that they would need to leave a $3000 earnest check (normal) plus a $7000 check for the deposit on their structural changes that same day. Since they had not yet seen the design options available, or spoken with the preferred lender (they were very qualified, but a financing contingency is still important), we were told that the $3000 could be returned if they didn't qualify but the $7000 was absolutely non-refundable. They then told us THEY were taking the risk, and made no effort to either let my clients do an installment on the $7k or at least take a glimpse at the design center before handing it over. Katy seemed to have very little knowledge of the contract in general when we asked questions. Melodie was just negative and adversarial in general. Neither seemed to want to make this almost $350k sale happen. Finally after one of the worst customer service experiences with a builder I've ever seen, my client basically told them he was taking his business elsewhere and walked out. We signed with another builder the following day....with the normal process and assurances (other builder took earnest money at contract, and deposits after design center visit. They also offered an installment plan). Be VERY careful with this builders policies if you go without a Realtor, and I hope the Gehan looks at replacing Melodie with a more customer service oriented sales agent. I do a lot of new construction sales, and will be avoiding this builder with my clients in the future.