Shea Homes-Trilogy Reviews in Phoenix Mesa, AZ

Communication with the Shea Rep, field manager and warranty manager was very good. The Adobe systems were not transparent during the options/design decisions. For example, they didn't say that there were 3 places installed for the alarm keypad. Instead they waited until I was doing the set up after close to tell me that there was an extra charge per extra keypad. I found out through a friend it was wired for extra keypads. Dimmers on some low voltage lights under the counter but not under the bathroom toe kick. Not until I asked after closing did I get that. It is hard enough to move into a new house without having constant workmen coming and going. I opted for a light on the back of my house but that didn't include the fixture. Really? Couldhave said that. I had to buy it online and pay an electrician to install it. More prompts from the design center saying "do you want this?" Can't think of everything in those 2.5 days of design options. Two months after closing I'm still dealing with contractors. The sloppiness of the painters getting specks of paint on the tile wverywhere could have been avoided if they used a drop cloth. Now I have to mark all the spots and have them remove them. It should be a requirement "enforced" to wear booties to avoid concrete footprints on the tile. No one paid attention to the signs on the doors. Cleaning in preparation for my move in could have been better especially the glue on the tub, shower door and the windows. I was never asked where I wanted my dining room fixture so I had to pay an electrician to move and center it along with a can that was in the wrong place. I was never asked if I wanted a 20 amp in my garage. Again had to hire an electrician to put that in and pay for drywall repair on that and the light fixture positioning. Glue on the granite should have been cleaned off when installed. Being a detail person makes it hard to miss or ignore all of this. Overall I am very happy with my experience with Shea. Nothings perfect but the added stress would have been nice to avoid after closing. I really love all my options and my home is beautiful. ... More

The quality from model home to residential home is unexpectedly lower. The finish trades are not as high quality as they were in the model homes. Disappointing ! Richard has done everything possible to get the trades to complete work orders, sometimes they just don’t show up.

We got off to a rough start with Shea. We selected the Latigo model at original document signing, only to find out 4 weeks afterward that Shea did not include cabinets in the Casita nor would Shea install cabinetry in the Casita. No one ever said a word about this, not our sales rep or any of the staff in the model home. And the models had no signage indicating such. We felt that was very misleading. When I tried to reason with Melissa T. about this issue, she gave me a car purchasing analogy that I found a bit insulting considering the amount of money we were spending. When Shea started the build, the foundation was put in the wrong place and our friends noticed the placement and contacted us. Fortunately, I had the correct plot plan and was able to get it to Abbey and Shea before the concrete was poured. This delayed our build 6 weeks and there was no apology, no compensation, nothing from Shea except an "Oops". Strike 2. That was souring. Working with the designers was unusual since we had to make all the aesthetic selections on line due to the quarantine, but we were able to finish. Angela was excellent. Shea built our home with all the correct selections. We will have to see how it fares living in it. I have already noticed some sloppy craftsmanship around the window installs. Large gaps between the stucco were filled in with caulking. Definitely not fine home building there. I will address this on our 6 month walk through (or whatever the month walk through coming up). Thank you for this opportunity. Greg and Yvonne Lot 794 ... More

Sale staff exceptional in all phases.. making the process less stressful..

Service rep. Informed us of scheduled repairs but no one showed up. He forgot to send work orders to vendors. Work was eventually completed. Lag time from request to completion can be a few weeks.

Great people and company. My impression is everyone is too stretched. Responsiveness and detail support could be better. At least in the community I am in, Trilogy Rio Verde

We love the community and the people. We love our house.

Shea is a great home builder! Andrew, our warranty specialist, is great to work with!

Staff was very friendly, but sometimes did not come through with requests. East to contact but not always responsive. If I needed an immediate response I had to go through my sales person even though I was told by project manage I could contact him.

First, I would like to focus on the positive aspects of our experience. There are three people who have contributed to making this experience a success. They are Ryan, Kara and Lala. Each has contributed in their own way to help promote a collaborative effort to realize the completion of our home. Our first contact with Shea was Kara. From the start, she was professional, personable and had a great sense of humor. She was tolerant of our many questions, requests and complaints. Her graceful approach helped smooth things out that led to the creation of our home and hopefully a continued relationship. Ryan was with us the most. His generosity and gentle demeanor walked us through the different stages of the building process. He was challenged on many occasions by some of the vendors and then had to work with us to explain why things were not going as planned. There were challenging times, but he stuck with us, much to his credit. Lastly, LaLa has provided us with the follow up of warranty work, questions on how things work or don’t and kindness and humor when dealing with vendors who don’t show up for a service call. LaLa, like Ryan, goes above and beyond to provide us with the information and help we have needed to get this house off to a good start. On more than one occasion, she has made time for us outside of her schedule to help us. She is always positive and a delight to be with. There were a few issues that I would like to bring to your attention. During our buying and building experience, design changes were made but not communicated to us until after the fact. This required time and effort to develop a new design plan and to resolve ourselves that what we thought we could have was not possible. The other change that I would request is that you give your team the authority to make decisions based on their expertise and experience. For example, we have a scratch in one of our windows. An appointment was made for the vendor to address this. We waited an entire day for this gentleman to come out and say “Yes, it’s scratched and should be replaced “. This is a huge waste of our time to sit at home the entire day only to have the vendor confirm what Lala had already determined as a defect. It would save time and money and frustration for your homeowners not to have to go through an inefficient process such as this. Without the help, kindness and support of Kara, Ryan and Lala I would not have bought or continued with building this home. ... More

Our home is still missing items. Other homes around us that are being completed have the items we are missing, yet we are constantly being told that we have to wait due to shortages. Do not accept your home if not 100% complete or you will be treated like a second rate human when it comes to getting the home completed as promised. We were so excited to buy our new home and especially it being a Shea Home, but have been treated like second rate humans after receiving our home. Each time we inquire about items that are supposed to be completed or replaced, we are told there are still back orders and we have to wait....except all the homes being built around us are getting the items. One would think that a company would take care of the people who trusted in them to keep their word. Sadly disappointed in our experience with Shea homes up to this point. ... More

Love the community and the house. Wish that they had done a better job in inspecting and cleaning the house before delivery. It would have been a better representation of the quality of the builder and less follow up for me and my wife.

Hard to communicate with builder ….only text messages his phone mailbox always full. I understand delays but communication important! He was better toward end of construction _ mind you a year and half! I had one month appointment and still two issues not resolved? I’ve called twice - no call back? It’s been a month - I’ll have these two issues on the 5 month appointment- a few other things are needing attention as well! I get new homes always have issues - usually simple but would be nice for at least a call back.

Issues after delivery take too long to get resolved. We have 2 broken windows that were supposedly ordered before the house was finished. Been in house now 2 months, still have broken windows. Other issues same problem. Not responsive at all.

Poor workmanship. Many things were rushed, and it shows.

I believe your overall experience depends on who you get as a field manager.

The home is great. But but you really want to make Trilogy exceptional add more amenities. Restaurants, pools (only a 4lane 4ft deep pool), activities. A community of 1,500 homes in a small town needs to be inclusive. Without the Amenities needed you will never meet your potential. It can't be all about more homes. It has to be about Lifestyle. The clientele you deal with has many options and the ability to afford it.

Shea are amazing - they build a beautiful home and their staff are fantastic. However the landscape company are awful, the pool company are the worst at customer service and the ‘smart home’ and alarm company are impossible to deal with and do incredibly shoddy work.

This is a quality builder. Good sales person.

Love our home! Really do. From the base plans to the structural options, all are very well thought out. Zero quality issues. If you find fault - then it's an indication that you should have had a custom builder and the price that goes along with it. The only complaint we had was the multiple - and unclear - points of contact. We never really knew who could answer what when. Sales person basically drops off at contract signing. But then, with some options / changes, you need to go back to the sales person. Most selection are with a contract design firm. We never had a clear pricing list of the upgrades. e.g. arrived at AZ Tile to pick out our kitchen counter tops all to realize from AZ Tile there was an approved Shea list. Who knew!? Everyone seemed to have an assistant - so you'd get an email out of the blue stating 'sign this'. Why? Who are you? Full quarterly HOA fees were never fully explained - I will say in writing because I have zero record of it. Again - LOVE the end result. Just be ready to be very attentive along the way . . . and ask over and over again "what should I expect next?" "What should I do next?". ... More

Everything is great. Except the HOA.

I love my house but was disappointed at the rush for me to sign papers when I was away in Turkey. I notified Shea that I would be in Turkey and would sign when I return if everything was ready at that time. I was assured that was ok. I find out after I had to sign, while in Turkey at 2:30am, a few nights in a row, that upon my return my house price went down $100,000 and an incentive greater than I was given was now offered. Not pleased with that transpiring.

It took way too long to build my house, but the times controlled this issue. The workers worked hard and were friendly when encountered. I still have a missing cabinet door in my kitchen and missing fascia in my master bath, 2 months after occupying my home. No idea when they will be corrected.

We looked for a couple years before deciding on an Encanterra home- unfortunately our timing gave us a lottery as are only option for a home. We won our pick and were so excited except it took 7 mo longer to build than expected. Our salesman was the best and so patient with the time, questions and our needs along the way. Unfortunately, we have had many issues with our new build that need attention. Our pergola is the wrong size, our oven broke, our garage door opens randomly and the list goes on. I think there was a rush to finish a lot of the new buildings, so quality and dependability suffered. Our building coordinator has had her hands full with all of our issues- and has been great and efficient attending to our needs- but had the house been built properly, she wouldn’t have to back track on so many issues. Thankfully, we have a year warranty- so that gives some piece of mind to what’s been very frustrating and unexpected ... More

The house is beautiful